Justice, emotions and satisfaction in complaint behavior in services

This study proposes a marketing approach to service recovery (SR) models in order to help to explain what factors affect cumulative satisfaction, loyalty and word-of-mouth following complaint behavior. The model has its base on the definition of perceived justice and its influence on satisfaction with service recovery (SSR) and on emotions (positive and negative). Trust acts as a central construct in the model, receiving influence from the affective and cognitive aspect and mediating the relationship between SSR and cumulative satisfaction and between positive/negative emotions and loyalty. The sample for this study consists of 303 Spanish B2C-EC users who made a complaint after an electronic transaction. Results from the analysis show the influence of perceived justice ?mainly interactional justice and procedural justice? on SSR, and the relevance of positive emotions as a key factor in SSR processes, in contrast to the major role which negative emotions have traditionally played in these models. Furthermore, trust mediates the relation between SSR and cumulative satisfaction, and is the factor which has a higher influence on loyalty, whilst cumulative satisfaction becomes the more relevant factor affecting WOM.

Justice and emotions in service recovery: a complaint in B2C e-commerce

This study proposes a marketing approach to service recovery (SR) models to explain what factors affect cumulative satisfaction, loyalty and word-of-mouth (WOM) following complaint behaviour. The model has its base on the definition of perceived justice and its influence on satisfaction with service recovery (SSR) and on emotions (positive and negative). Trust acts as a central construct in the model, receiving influence from the affective and cognitive aspect. The sample for this study consists of 303 Spanish business-to-consumer e-commerce (B2C-EC) users who made a complaint after an electronic transaction. Results from the analysis show the influence of perceived justice ? mainly interactional justice and procedural justice ? on SSR and the relevance of positive emotions as a key factor in SSR processes, in contrast to the major role that negative emotions have traditionally played in these models.

Complaint against the keeper of the bath, 1828 July 28

One draft of a letter.

Complaint to the Police Court of Boston, 1831 November 18

One draft of a complaint regarding noisy neighbors.

Complaint of Harvard President and Tutors against Nathan Prince, submitted to Governor William Shirley and the Board of Overseers on Jan. 29, 1741

President Edward Holyoke and Tutors Henry Flynt, Joseph Mayhew, and Thomas Marsh accused Prince of "sundry crimes & misdemeanors" and "sundry evil actions," including weakening and undermining the College government, showing contempt towards his fellow Tutors and towards Hollis Professor John Winthrop (who he claimed "knew no more of Philosophy than a Brute"), and making insulting remarks on numerous occasions. Prince was accused of calling others "Fool, Rogue, Rascal, Puppy &c." and of calling Col. Brattle "a Devilish Lyar." He was also accused of "appearing often times, to be what is commonly stil'd the worse for Drink" and of neglecting his duties towards his students.

[ Complaint against John Praul, et al. for trespass.], 1787

Praul and seven others were accused of trespassing on the land of Daniel Larrew.

Tell-Trothes New Yeares gift ... And The passionate Morrice. 1593.--John Lane's Tom Tell-Troths message, and his pens complaint. 1600.--Thomas Powell's Tom of all trades. Or The plaine path-way to preferment ... 1631.--The glasse of Godly loue. (By John Rogers?) 1569.--

"The glasse of Godly loue" forms part of a tract entitled: The school of honest and vertuous lyfe ... by T[homas] P[ritchard] Also a ... discourse, of the worthynesse of honorable wedlocke ... by I[ohn] R[ogers]" It is uncertain who is the author. cf. Forewords.

The Actors' remonstrance, or complaint, for the silencing of their profession, and banishment from their severall playhouses. In which is fully set downe their grievances for their restraint ... As it was presented, in the names and behalfes of all our London comedians ...

Mode of access: Internet.

Report of the proceedings of a committee ... sitting ... from the 28th of October to the 8th of November, 1816 ... to inquire into a complaint made by the chaplain respecting the conduct exercised toward him ... by the resident commissioner ...

Mode of access: Internet.

The complaint of Rosamond.

"For private circulation only."