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The role of perceived responsibility in patient complaint management
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  • Hatem Ghrab,
  • Mohamed Baaziz,
  • Abderraouf BEN ABDERRAHMAN,
  • Dorsaf Sariati Sariati
Hatem Ghrab

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Mohamed Baaziz
Higher Institute of Sport and Physical Education of Gafsa, University of Gafsa, Gafsa, Tunisia

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Dorsaf Sariati Sariati
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When customers complain, they express their dissatisfaction with a company or a service provider and request that their complaints are processed. Accordingly, this paper tries to determine the role of perceived responsibility in managing complaints following a service dysfunction. After a review of the relevant literature, we propose a research model that estimates how perceived responsibility mediates the contribution of justice dimensions to customer satisfaction and this latter’s effect on the relationship between perceived quality and perceived justice dimensions. The proposed model is tested on a sample of 350 patients from several private clinics located in Tunis.