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See no evil, hear no evil, speak no evil: a study of defensive organizational behavior towards customer complaints
16 references·16 citing·29 second hopsampled
See no evil, hear no evil, speak no evil: a study of defensive organizational behavior towards customer complaints (2007)See no evil, hear no evil, speak no evil:…A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)A Critical Review of Construc…Index Construction with Formative Indicators: An Alternative to Scale Development (2001)Index Construction with Forma…Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Cutoff criteria for fit index…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Market Orientation: Antecedents and Consequences (1993)Market Orientation: Anteceden…Market Orientation: Antecedents and Consequences (1993)Market Orientation: Anteceden…Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis (1993)Corporate Culture, Customer O…Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations (1992)Relationships between Provide…Structural Equations with Latent Variables. (1991)Structural Equations with Lat…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Structural Equations with Latent Variables (1989)Structural Equations with Lat…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Social Learning Theory. (1978)Social Learning Theory.Social Learning Theory (1977)Social Learning TheoryCan Advertising Investments Counter the Negative Impact of Shareholder Complaints on Firm Value? (2019)Can Advertising Investments C…Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach (2017)Joint effects of management r…Defensive Responses to Strategic Sustainability Paradoxes: Have Your Coke and Drink It Too! (2017)Defensive Responses to Strate…Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth (2016)Co-creation and service recov…How do firms benefit from customer complaints? (2015)How do firms benefit from cus…Do supplier perceptions of buyer fairness lead to supplier sales growth? (2015)Do supplier perceptions of bu…The effectiveness of managing social media on hotel performance (2014)The effectiveness of managing…A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews (2014)A “Triple A” Typology of Resp…The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions (2012)The Impact of Process Recover…Customer engagement behaviors and hotel responses (2012)Customer engagement behaviors…The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms (2011)The trade-off of servicing em…I want to believe theyreallycare (2011)I want to believe theyreallyc…An empirical investigation of electronic word-of-mouth: Informational motive and corporate response strategy (2010)An empirical investigation of…Service sabotage: The dark side of service dynamics (2009)Service sabotage: The dark si…On the importance of complaint handling design: a multi-level analysis of the impact in specific complaint situations (2009)On the importance of complain…Handling customer complaints effectively (2009)Handling customer complaints …A Paradigm for Developing Better Measures of Marketing Constructs (1979)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)THE ANTECEDENTS, CONSEQUENCES, AND MEDIATING ROLE OF ORGANIZATIONAL AMBIDEXTERITY. (2004)Exploratory Innovation, Exploitative Innovation, and Performance: Effects of Organizational Antecedents and Environmental Moderators (2006)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. (1998)Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures (2003)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance (2013)Partial least squares structural equation modeling (PLS-SEM) (2014)Self-efficacy: Toward a unifying theory of behavioral change. (1977)Self-efficacy: Toward a unifying theory of behavioral change (1978)Self-efficacy mechanism in human agency. (1982)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)lavaan : An R Package for Structural Equation Modeling (2012)When to use and how to report the results of PLS-SEM (2018)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)PLS-SEM: Indeed a Silver Bullet (2011)Toward a Comprehensive Model of International Adjustment: An Integration of Multiple Theoretical Perspectives (1991)Altruism and Prosocial Behavior (2003)Effects of extrinsic and intrinsic motivation on employee knowledge sharing intentions (2007)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)
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References

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  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1978Social Learning Theory.25,426 cited
  • 1989Structural Equations with Latent Variables17,500 cited
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  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
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  • 2003A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research5,847 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
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  • 1993Market Orientation: Antecedents and Consequences4,340 cited
  • 1993Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis

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3,864 cited
  • 1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations3,813 cited
  • Cited by

    • 2014The effectiveness of managing social media on hotel performance377 cited
    • 2012Customer engagement behaviors and hotel responses297 cited
    • 2010An empirical investigation of electronic word-of-mouth: Informational motive and corporate response strategy247 cited
    • 2014A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews229 cited
    • 2017Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach169 cited
    • 2012The Impact of Process Recovery Communication on Customer Satisfaction, Repurchase Intentions, and Word-of-Mouth Intentions133 cited
    • 2011The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms96 cited
    • 2011I want to believe theyreallycare93 cited
    • 2017Defensive Responses to Strategic Sustainability Paradoxes: Have Your Coke and Drink It Too!84 cited
    • 2009On the importance of complaint handling design: a multi-level analysis of the impact in specific complaint situations83 cited
    • 2015How do firms benefit from customer complaints?82 cited
    • 2009Service sabotage: The dark side of service dynamics77 cited
    • 2009Handling customer complaints effectively68 cited
    • 2016Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth66 cited
    • 2019Can Advertising Investments Counter the Negative Impact of Shareholder Complaints on Firm Value?63 cited
    • 2015Do supplier perceptions of buyer fairness lead to supplier sales growth?63 cited