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Journal of Service Research

First Published February 1, 2000 Research Article https://doi.org/10.1177/109467050023006

Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes Hooman Estelami,

Abstract

This article examines the impact of competition and complaint handling procedures on the creation of outstanding complaint resolutions. Using a survey of consumer selfreports of delightful and disappointing complaint experiences, competition is found to have a direct but nonlinear relationship with delight in consumer complaint resolutions. Moreover, the relative impact of consumer loyalty as well as various aspects of complaint handling procedures on the creation of delightful or disappointing resolutions to consumer complaints is examined. Consumer delight and disappointment with complaint outcomes are found to be primarily influenced by compensatory aspects of complaint resolutions.

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Journal of Service Research

ISSN: 1094-6705

Online ISSN: 1552-7379

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