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How do firms benefit from customer complaints?
16 references·8 citing·37 second hop
How do firms benefit from customer complaints? (2015)How do firms benefit from customer compla…Moving beyond multiple regression analysis to algorithms: Calling for adoption of a paradigm shift from symmetric to asymmetric thinking in data analysis and crafting theory (2013)Moving beyond multiple regres…Operations management (2010)Operations managementConfigurational Comparative Methods: Qualitative Comparative Analysis (QCA) and Related Techniques (2009)Configurational Comparative M…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Organizational Learning: A Theory of Action Perspective (1997)Organizational Learning: A Th…Fuzzy sets (1996)Fuzzy setsMarket Orientation and the Learning Organization (1995)Market Orientation and the Le…Organizational Learning: The Contributing Processes and the Literatures (1991)Organizational Learning: The …Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Const…Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Absorptive Capacity: A New Pe…Organizational Culture and Marketing: Defining the Research Agenda (1989)Organizational Culture and Ma…The Social Psychology of Procedural Justice (1988)The Social Psychology of Proc…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…Exit, Voice, and Loyalty (1970)Exit, Voice, and LoyaltyFuzzy sets (1965)Fuzzy setsInnovating into trouble: When innovation leads to customer complaints (2022)Innovating into trouble: When…The impact of negative customer engagement on market-based assets and financial performance (2021)The impact of negative custom…Examining consumer complaints from an on-demand service platform (2021)Examining consumer complaints…Evaluation of antecedents to social sustainability practices in multi-tier Indian automotive manufacturing firms (2021)Evaluation of antecedents to …Do they see the signs? Organizational response behavior to customer complaint messages (2021)Do they see the signs? Organi…Understanding why anger predicts intention to complain among high but not low power customers: A test of competing models (2018)Understanding why anger predi…Understanding customer journey from the lenses of complexity theory (2018)Understanding customer journe…Customer responses to frontline employee complaining in retail service environments: The role of perceived impropriety (2018)Customer responses to frontli…Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)Dimensions of Consumer Expertise (1987)Market Orientation: Antecedents and Consequences (1993)Organizational culture and leadership (1993)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)The Field behind the Screen: Using Netnography for Marketing Research in Online Communities (2002)Firm Resources and Sustained Competitive Advantage (1991)Customer value: The next source for competitive advantage (1997)Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination (1998)The Theory of Economic Development (2003)Firm resources and sustained competitive advantage (2004)A framework of sustainable supply chain management: moving toward new theory (2008)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)The Framing of Decisions and the Psychology of Choice (1981)An Evolutionary Theory of Economic Change. (1983)Toward a knowledge‐based theory of the firm (1996)Absorptive Capacity: A Review, Reconceptualization, and Extension (2002)The Social Psychology of Organizations. (1979)Capitalism, Socialism and Democracy (1997)Labor Contracts as Partial Gift Exchange (1982)The Sources and Consequences of Embeddedness for the Economic Performance of Organizations: The Network Effect (1996)Shadow Economies: Size, Causes, and Consequences (2000)Standards of Good Practice in Qualitative Comparative Analysis (QCA) and Fuzzy-Sets (2010)Studying configurations with qualitative comparative analysis: Best practices in strategy and organization research (2018)Fuzzy-set Qualitative Comparative Analysis (fsQCA): Guidelines for research practice in Information Systems and marketing (2021)A Relational Model of Authority in Groups (1992)FOUNDATION FOR A GENERAL STRAIN THEORY OF CRIME AND DELINQUENCY* (1992)CONSEQUENCES OF ABUSIVE SUPERVISION. (2000)Social Capital, Intellectual Capital, and the Organizational Advantage (1998)Psychological Safety and Learning Behavior in Work Teams (1999)Review : Knowledge Management and Knowledge Management Systems: Conceptual Foundations And Research Issues1,2 (2001)Extensions of the TOPSIS for group decision-making under fuzzy environment (2000)An approach for detecting, quantifying, and visualizing the evolution of a research field: A practical application to the Fuzzy Sets Theory field (2010)Science mapping software tools: Review, analysis, and cooperative study among tools (2011)Family resemblances: Studies in the internal structure of categories (1975)Basic objects in natural categories (1976)Soft set theory—First results (1999)
this work references cited by second hop

References

  • 1965Fuzzy sets67,827 cited
  • 1996Fuzzy sets46,880 cited
  • 1990Absorptive Capacity: A New Perspective on Learning and Innovation35,597 cited
  • 1997Organizational Learning: A Theory of Action Perspective11,107 cited
  • 1991Organizational Learning: The Contributing Processes and the Literatures8,066 cited
  • 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications7,320 cited
  • 1988The Social Psychology of Procedural Justice6,583 cited
  • 1995Market Orientation and the Learning Organization4,379 cited
  • 1970Exit, Voice, and Loyalty3,618 cited
  • 2009Configurational Comparative Methods: Qualitative Comparative Analysis (QCA) and Related Techniques3,088 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2013Moving beyond multiple regression analysis to algorithms: Calling for adoption of a paradigm shift from symmetric to asymmetric thinking in data analysis and crafting theory1,941 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1989Organizational Culture and Marketing: Defining the Research Agenda

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1,802 cited
  • 2010Operations management1,792 cited
  • Cited by

    • 2018Understanding customer journey from the lenses of complexity theory64 cited
    • 2021Evaluation of antecedents to social sustainability practices in multi-tier Indian automotive manufacturing firms52 cited
    • 2021Examining consumer complaints from an on-demand service platform51 cited
    • 2021The impact of negative customer engagement on market-based assets and financial performance33 cited
    • 2018Understanding why anger predicts intention to complain among high but not low power customers: A test of competing models29 cited
    • 2021Do they see the signs? Organizational response behavior to customer complaint messages23 cited
    • 2018Customer responses to frontline employee complaining in retail service environments: The role of perceived impropriety22 cited
    • 2022Innovating into trouble: When innovation leads to customer complaints16 cited