Özet:

The complaint management concept, which is a complement to the quality of service and is closely related to the management of customer relationships, is an effective tool for to maintain long-term successful relationships with the customer. Customer complaints enable to evaluate the performance of employees, control their business processes and identify their disadvantages, look at the events in the eye of the customer and develop sustainable customer relationship management by creating a sense of loyalty. In this article, a conceptual model proposed by examining customer satisfaction and behavioral intentions from the perspective of customer complaints management. In the model developed in accordance with the relevant literature, customer complaints are treated and managed fairly in the framework of distribution, procedure and interaction justice, affecting the customer’s overall satisfaction of the business and their behavioral intentions that determine their future relations with the business. Considering that their loyalty is developed according to their customers’ satisfaction and that they are developing positive communication from mouth to mouth, it can be said that satisfaction is a pioneer of behavioral intention. As a result, it is expected that this model, in which customer satisfaction takes the role of complaint management and the mediation of behavioral intentions, will contribute to literature by testing both theory and practice.