中文摘要：

从顾客直接投诉对企业的重要性，企业对顾客直接投诉反应的分类与描述，企业处理投诉对顾客的影响，以及投诉处理后顾客的反应几个方面对相关研究文献进行了回顾。其中，企业处理顾客的直接投诉包括及时性、简易性、补偿、道歉、解释和关注6个维度。此前的研究发现，这些维度对企业处理顾客直接投诉的效果有显著的影响。在文献回顾的基础上，建立了一个企业对顾客直接投诉的反应及影响模型，并找到了一些研究不足，提出了今后的研究方向。

英文摘要：

A firm response to the customer direct complaints and its effect are an important topic in the research of customer complaint. The literature was reviewed from three aspects ： the importance of customer complaint to firms, the classification and description of firm responses to customer complaints and the impact of firm responses on the customer post-complaint reactions. The handling the customer direct complaints consists of six dimensions： timeliness, facilitation, compensation, apology, explanation and attentiveness. The previous research work observed that all of the six dimensions have significant impact on the effect of complaint handle. On the basis of the previous works, a model of firm response to customer direct complaints and its influences are proposed by the authors. Further studies of this field are also pointed.