A Cross-Cultural Comparison of Business Complaint Management Expectations. / Henneberg, S. C.; Gruber, T.; Reppel, Alex; Naudé, P.; Ashnai, B.; Huber, Frank; Chowdhury, Ilma Nur.

In: Journal of Marketing Theory and Practice, Vol. 23, No. 3, 09.06.2015, p. 254-271.

Research output: Contribution to journalArticlepeer-review

E-pub ahead of print

Standard

A Cross-Cultural Comparison of Business Complaint Management Expectations. / Henneberg, S. C.; Gruber, T.; Reppel, Alex; Naudé, P.; Ashnai, B.; Huber, Frank; Chowdhury, Ilma Nur.

In: Journal of Marketing Theory and Practice, Vol. 23, No. 3, 09.06.2015, p. 254-271.

Research output: Contribution to journalArticlepeer-review

Harvard

Henneberg, SC, Gruber, T, Reppel, A, Naudé, P, Ashnai, B, Huber, F & Chowdhury, IN 2015, 'A Cross-Cultural Comparison of Business Complaint Management Expectations', Journal of Marketing Theory and Practice, vol. 23, no. 3, pp. 254-271. https://doi.org/10.1080/10696679.2015.1032392

APA

Henneberg, S. C., Gruber, T., Reppel, A., Naudé, P., Ashnai, B., Huber, F., & Chowdhury, I. N. (2015). A Cross-Cultural Comparison of Business Complaint Management Expectations. Journal of Marketing Theory and Practice, 23(3), 254-271. https://doi.org/10.1080/10696679.2015.1032392

Vancouver

Henneberg SC, Gruber T, Reppel A, Naudé P, Ashnai B, Huber F et al. A Cross-Cultural Comparison of Business Complaint Management Expectations. Journal of Marketing Theory and Practice. 2015 Jun 9;23(3):254-271. https://doi.org/10.1080/10696679.2015.1032392

Author

Henneberg, S. C. ; Gruber, T. ; Reppel, Alex ; Naudé, P. ; Ashnai, B. ; Huber, Frank ; Chowdhury, Ilma Nur. / A Cross-Cultural Comparison of Business Complaint Management Expectations. In: Journal of Marketing Theory and Practice. 2015 ; Vol. 23, No. 3. pp. 254-271.

BibTeX

@article{cf0bbdd1abdd43f6b1e39e3fff907736,
title = "A Cross-Cultural Comparison of Business Complaint Management Expectations",
abstract = "This study explores the complaint management expectations of 72 British and 74 German organizational buyers using automated online means-end laddering and a Hierarchical Value Map presentation. It conceptualizes the links between expected complaint resolution attributes by the buyer (i.e. means) and the buyer{\textquoteright}s value perceptions (i.e. ends). Unlike previous research, we highlight similarities and differences in the drivers behind and attributes of complaint management expectations across two countries (Germany and the UK). Even in countries appearing to be similar economically and culturally, we find differences in the desired attributes. British buyers, for example, emphasize softer complaint resolution attributes compared to Germans. Our study is the first to present a model of complaint management expectations incorporating the role of culture, and provides managerial directions on standardization and adaption of complaint resolution attributes. Furthermore, it evaluates justice dimensions (especially interactional justice) and their impact on perceptions of complaint management.",
author = "Henneberg, {S. C.} and T. Gruber and Alex Reppel and P. Naud{\'e} and B. Ashnai and Frank Huber and Chowdhury, {Ilma Nur}",
year = "2015",
month = jun,
day = "9",
doi = "10.1080/10696679.2015.1032392",
language = "English",
volume = "23",
pages = "254--271",
journal = "Journal of Marketing Theory and Practice",
issn = "1069-6679",
publisher = "M.E. Sharpe Inc.",
number = "3",

}

RIS

TY - JOUR

T1 - A Cross-Cultural Comparison of Business Complaint Management Expectations

AU - Henneberg, S. C.

AU - Gruber, T.

AU - Reppel, Alex

AU - Naudé, P.

AU - Ashnai, B.

AU - Huber, Frank

AU - Chowdhury, Ilma Nur

PY - 2015/6/9

Y1 - 2015/6/9

N2 - This study explores the complaint management expectations of 72 British and 74 German organizational buyers using automated online means-end laddering and a Hierarchical Value Map presentation. It conceptualizes the links between expected complaint resolution attributes by the buyer (i.e. means) and the buyer’s value perceptions (i.e. ends). Unlike previous research, we highlight similarities and differences in the drivers behind and attributes of complaint management expectations across two countries (Germany and the UK). Even in countries appearing to be similar economically and culturally, we find differences in the desired attributes. British buyers, for example, emphasize softer complaint resolution attributes compared to Germans. Our study is the first to present a model of complaint management expectations incorporating the role of culture, and provides managerial directions on standardization and adaption of complaint resolution attributes. Furthermore, it evaluates justice dimensions (especially interactional justice) and their impact on perceptions of complaint management.

AB - This study explores the complaint management expectations of 72 British and 74 German organizational buyers using automated online means-end laddering and a Hierarchical Value Map presentation. It conceptualizes the links between expected complaint resolution attributes by the buyer (i.e. means) and the buyer’s value perceptions (i.e. ends). Unlike previous research, we highlight similarities and differences in the drivers behind and attributes of complaint management expectations across two countries (Germany and the UK). Even in countries appearing to be similar economically and culturally, we find differences in the desired attributes. British buyers, for example, emphasize softer complaint resolution attributes compared to Germans. Our study is the first to present a model of complaint management expectations incorporating the role of culture, and provides managerial directions on standardization and adaption of complaint resolution attributes. Furthermore, it evaluates justice dimensions (especially interactional justice) and their impact on perceptions of complaint management.

U2 - 10.1080/10696679.2015.1032392

DO - 10.1080/10696679.2015.1032392

M3 - Article

VL - 23

SP - 254

EP - 271

JO - Journal of Marketing Theory and Practice

JF - Journal of Marketing Theory and Practice

SN - 1069-6679

IS - 3

ER -