This research investigates the effectiveness of complaint management according to company–client relationship quality (RQ). Interactional recovery efforts are critical for efficient complaint management in the hospitality management (restaurant) context; this study addresses the potential compensatory interaction effects of interactional recovery efforts (personal apology vs. impersonal apology via email) and two types of compensatory recovery efforts (voucher vs. refund), as well as their intensity (full vs. partial). A robust cut-off effect emerges, such that a minimum level of interactional effort influences the effectiveness of compensation efforts. Furthermore, RQ influences complaint management effectiveness: For loyal, high-RQ customers, interactional recovery effort (personal apologies) is more important, regardless of compensation intensity (full vs. partial) or type (voucher vs. refund). High- (low) RQ customers are more (less) likely to accept vouchers than refunds; vouchers symbolize their willingness to continue relationships. Thus, interactional effort allows firms to decrease the intensity of customer compensation required.

本研究根据公司-客户关系质量 (RQ) 调查投诉管理的有效性。互动恢复工作对于酒店管理（餐厅）环境中的有效投诉管理至关重要；本研究探讨了互动恢复工作（个人道歉与通过电子邮件的非个人道歉）和两种类型的补偿性恢复工作（代金券与退款）的潜在补偿相互作用影响，以及它们的强度（全部与部分）。出现了一个强大的截止效应，这样最低水平的互动努力就会影响补偿努力的有效性。此外，RQ 影响投诉管理的有效性：对于忠诚的高 RQ 客户，交互恢复工作（个人道歉）更为重要，无论补偿强度（全额还是部分）或类型（代金券还是退款）如何。高（低）RQ 客户比退款更（更）不可能接受代金券；代金券象征着他们继续保持关系的意愿。因此，互动努力使公司能够降低所需客户补偿的强度。