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How do firms benefit from customer complaints? · Study

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ArticleHow do firms benefit from customer complaints?

Cengiz Yılmaz2015

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Articlegreen2015

How do firms benefit from customer complaints?

Cengiz Yılmaz · Kaan Varnalı · Berna Tarı Kasnakoğlu

82 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Innovation and Knowledge Management Corporate Identity and Reputation

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References

1965Fuzzy sets 1996Fuzzy sets 1990Absorptive Capacity: A New Perspective on Learning and Innovation 1997Organizational Learning: A Theory of Action Perspective 1991Organizational Learning: The Contributing Processes and the Literatures 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications 1988The Social Psychology of Procedural Justice 1995Market Orientation and the Learning Organization

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2018Understanding customer journey from the lenses of complexity theory 2021Evaluation of antecedents to social sustainability practices in multi-tier Indian automotive manufacturing firms 2021Examining consumer complaints from an on-demand service platform 2021The impact of negative customer engagement on market-based assets and financial performance 2018Understanding why anger predicts intention to complain among high but not low power customers: A test of competing models 2022

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Details

Year2015

Typearticle

Published2015-09-13

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations82

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jbusres.2015.08.038

openalex_workW1820101256

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Innovating into trouble: When innovation leads to customer complaints