Abstract
This chapter outlines the theoretical framework of the empirical studies. Five main factors are identified which guide the conceptualisation of customer satisfaction with complaint channels: procedural justice, interactional justice, distributive justice, personal attitudes and social interactions. Each factor is described in detail and related to one of the underlying scientific theories: justice theory, attribution theory and behaviour theory. As a next step, these factors are linked to the five complaint channels (mail, e-mail, phone, face-to-face, social networks) in order to allow for subsequent empirical testing of customers’ perceptions. Based on this methodology, the adequacy of complaint channels can be tested from a customer perspective.
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