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Aggregate Complaint Analysis
16 references·2 citing·44 second hop
Aggregate Complaint Analysis (1994)Aggregate Complaint AnalysisLinking Customer Satisfaction to Service Operations and Outcomes (1994)Linking Customer Satisfaction…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The Service Edge: 101 Companies That Profit from Customer Care (1989)The Service Edge: 101 Compani…The House of Quality (1988)The House of QualityA Model for Customer Complaint Management (1988)A Model for Customer Complain…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Postcomplaint Processes: From Organizational Response to Repurchase Behavior (1987)Postcomplaint Processes: From…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …Service America!: Doing Business in the New Economy (1985)Service America!: Doing Busin…The Vicious Circle of Consumer Complaints (1984)The Vicious Circle of Consume…The Marketing Imagination (1983)The Marketing ImaginationSelected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…Integrating Compositional and Decompositional Analyses to Represent the Intervening Role of Perceptions in Evaluative Judgments (1981)Integrating Compositional and…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…An Uncertain QFD Approach for the Strategic Management of Logistics Services (2016)An Uncertain QFD Approach for…Employee attitude towards customers and customer care challenges in banks (2004)Employee attitude towards cus…Crime and Punishment: An Economic Approach (1968)Exit, Voice, and Loyalty (1970)Equilibrium in Competitive Insurance Markets: An Essay on the Economics of Imperfect Information (1976)Customer Satisfaction Incentives (1994)Word of mouth: understanding and managing referral marketing (1998)Customer Satisfaction and Stock Prices: High Returns, Low Risk (2006)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1 (2004)The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance (2006)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)A Model of Advertising and Product Quality (1978)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Social Media in Tourism and Hospitality: A Literature Review (2013)Advances in Consumer Research (2025)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis (1993)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Electronic word-of-mouth in hospitality and tourism management (2007)The value concept and relationship marketing (1996)Intellectual capital: an exploratory study that develops measures and models (1998)Beyond Accuracy: What Data Quality Means to Data Consumers (1996)Customer value: The next source for competitive advantage (1997)Evolving to a New Dominant Logic for Marketing (2003)
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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 1988The House of Quality2,266 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 1983The Marketing Imagination961 cited
  • 1988A Model for Customer Complaint Management354 cited
  • 1985Service America!: Doing Business in the New Economy291 cited
  • 1994Linking Customer Satisfaction to Service Operations and Outcomes192 cited
  • 1989The Service Edge: 101 Companies That Profit from Customer Care184 cited
  • 1984The Vicious Circle of Consumer Complaints175 cited
  • 1981Integrating Compositional and Decompositional Analyses to Represent the Intervening Role of Perceptions in Evaluative Judgments

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130 cited
  • 1987Postcomplaint Processes: From Organizational Response to Repurchase Behavior129 cited
  • Cited by

    • 2004Employee attitude towards customers and customer care challenges in banks32 cited
    • 2016An Uncertain QFD Approach for the Strategic Management of Logistics Services9 cited