TY  - BOOK
AU  - Henneberg,Stephan
AU  - Gruber,Thorsten
AU  - Reppel,Alexander
AU  - Naudé,Peter
AU  - Ashnai,Bahar
AU  - Huber,Frank
AU  - Chowdhury,Ilma Nur
TI  - A cross-cultural comparison of business complaint management expectations
SN  - 10696679
AV  - HF5415 JOU 
PY  - 2015///
CY  - Philadelphia
PB  - Taylor and Francis
KW  - Complaint management
KW  - Germany
KW  - United Kingdom
KW  - Germany | United Kingdom
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 United Kingdom). 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 it 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
UR  - https://doi.org/10.1080/10696679.2015.1032392
ER  -