Research on the Relationship between Complaint Handling and Customer Behavioral Intentions in Service Industry

Based on perceived justice, this paper constructs and tests a relationship model between complaints handling and customer behavioral intentions. This paper also introduces some moderators such as self-explanation tendency, relationship to analyze significant differences between types of customers from two respects of path analyzing and variable differences. In conclusion, an enterprise is required to attach importance to customers' perceived justice and adhere to discrepancy principle to improve the flexibility of customer complaints handling according to different types of customer cognition and behavioral intention.