A meta-analysis of satisfaction with complaint handling in services

This paper is a meta-analysis, which aims to offer a quantitative empirical generalization about parameters of marketing models involving satisfaction with complaint handling as dependent variable under different study circumstances. Our purpose is threefold: to present a valuable framework to explain satisfaction with complaint handling, to assess the variability of the effect sizes’ magnitude and to provide guidance to what kind of future research is necessary. Results indicate that there are significant systematic patterns of variations in the analyzed relationships: the type of justice (distributive, interactional and procedural), the country in which the data are collected, and the type of participants.