IJIMT 2012 Vol.3(5): 573-579 ISSN: 2010-0248
DOI: 10.7763/IJIMT.2012.V3.300

Justice and Customer Emotion’s Effect on Complaint Handling Satisfaction: A Survey on Complaint Attitude Handling

Badawi

Abstract— The objectives of this study are 1) to analyze the effect of distributive justice, procedural justice, interactional justice, and informational justice in complaint handling on customer’s negative emotion, 2) to analyze the effect of customer’s negative emotion on complaint handling satisfaction, 3) to analyze the effect of distributive justice, procedural justice, interactional justice, and informational justice on complaint handling satisfaction, 4) to analyze how customer’s negative emotion is mediating the effect of e justice, procedural justice, interactional justice, and informational justice on complaint handling satisfaction complaint handling satisfaction. The respondents of this study were lap top customers with 1 year minimum of warranty and have been experiencing service failure which amounted to 180 people. Data analysis technique used was Structural Equation Model (SEM). The results show that: 1) distributive justice, procedural justice, interactional justice, and informational justice has a negative influence on negative emotion, 2) negative emotion can raise complaint handling satisfaction, 3) distributive justice, procedural justice, interactional justice, and informational justice on complaint handling has a positive significant influence on complaint handling satisfaction, 4) negative emotion can be mediating the effect between justice on complaint handling satisfaction.

Index Terms— Justice, negative emotion, complaint handling satisfaction.

Badawi is with Department of Management Economic, University Muhammadiyah Cirebon (UMC), JL. Tuparev No. 70 Cirebon Jawa Barat Indonesia 45153. Tele: +62-231-209608 (e-mail:badawisalman@yahoo.com).

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Cite: Badawi , " Justice and Customer Emotion’s Effect on Complaint Handling Satisfaction: A Survey on Complaint Attitude Handling," International Journal of Innovation, Management and Technology vol. 3, no. 5, pp. 573-579 , 2012.

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