Satisfaction with complaint handling: a replication study on its determinants in a business-to-business context

Christian Brock, Markus Blut, Heiner Evanschitzky, Peter Kenning

Research output: Contribution to journalArticlepeer-review


Research on the drivers of satisfaction with complaint handling (SATCOM) underlines the importance of procedural, relational, and interactional justice (Orsingher, Valentini, & de Angelis, 2010). Since these SATCOM-studies are largely conducted in business-to-consumer (B2C) markets, it is unclear what drives SATCOM in business-to-business (B2B) markets. Therefore, we replicate the justice model in an industrial context and find significant differences for procedural justice and interactional justice but not for distributive justice. While distributive justice is equally important in both contexts, procedural justice is more important in B2B markets whereas interactional justice drives SATCOM only in B2C markets.
Original languageUndefined
Pages (from-to)319-322
Number of pages4
JournalInternational Journal of Research in Marketing
Issue number3
Publication statusPublished - Sept 2013


  • Complaint management
  • Satisfaction with complaint handling
  • Business-to-business
  • Replication

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