Sales · Empirical survey study of customers reporting complaint experiences, testing perceived-justice dimensions.
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Journal of Marketing · 1998
Summary
Complaint-handling satisfaction was determined by distributive, procedural and interactional justice; the study provides evidence that recovery evaluations shape relationship outcomes.
For your marketing
Possible founder application
Use as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
Reported result
What the study found
Complaint-handling satisfaction was determined by distributive, procedural and interactional justice; the study provides evidence that recovery evaluations shape relationship outcomes.
Research question
What the authors investigated
How do customers evaluate service complaint experiences, and which justice dimensions explain satisfaction and relationship outcomes?
Design
Empirical survey study of customers reporting complaint experiences, testing perceived-justice dimensions.
Sample and setting
Customers who had recently complained about a service; the publisher record describes complaint experiences.
Scope and transfer
Limitations to keep in view
The setting is complaint episodes and the design is survey/associational; it does not identify a randomized recovery intervention or establish causal retention effects.
Research sources
SAGE/APA indexed abstract and publisher record identify the empirical complaint-experience study and the three justice dimensions. Direct publisher-page retrieval was recorded on 2026-10-09; this profile uses the publisher abstract/metadata and does not claim independent review of unavailable full text.