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Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships
16 references·3 citing·34 second hop
Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships (2008)Understanding the Role of Complaint Handl…Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)Do Satisfied Customers Really…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…The Loyalty Effect (2001)The Loyalty EffectOn the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing (2000)On the Profitability of Long-…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions (1998)The Effects of Price-Comparis…The Effects of Price-Comparison Advertising on Buyers' Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions (1998)The Effects of Price-Comparis…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Do Customer Loyalty Programs Really Work (1997)Do Customer Loyalty Programs …The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Effects of Price, Brand, and Store Information on Buyers' Product Evaluations (1991)Effects of Price, Brand, and …Zero defections: quality comes to services. (1990)Zero defections: quality come…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Services Marketing: People, Technology, Strategy (1984)Services Marketing: People, T…Complaint Management- Review And Additional Insights (2020)Complaint Management- Review …Mediating Effect of Loyalty Program Membership on the Relationship Between Advertising Effectiveness and Brand Loyalty (2016)Mediating Effect of Loyalty P…For New Customers Only: A Study on the Effect of Acquisition Campaigns on a Service Company's Existing Customers’ CLV (2014)For New Customers Only: A Stu…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Pricing: Making Profitable Decisions (1980)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer perceived value: The development of a multiple item scale (2001)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)An Evolutionary Theory of Economic Change. (1983)The Theory of the Growth of the Firm (1995)Service-dominant logic: continuing the evolution (2007)Institutions and axioms: an extension and update of service-dominant logic (2015)Marketing Research (1970)Partnering as a Focused Market Strategy (1991)The Commitment-Trust Theory of Relationship Marketing (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)Talk of the Network: A Complex Systems Look at the Underlying Process of Word-of-Mouth (2001)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2003Evolving to a New Dominant Logic for Marketing14,777 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations5,848 cited
  • 1990Zero defections: quality comes to services.5,373 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
  • 2001The Loyalty Effect1,406 cited
  • 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
  • 1998The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions1,299 cited
  • 2005Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay1,204 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
  • 1984Services Marketing: People, Technology, Strategy

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1,058 cited
  • 1997Do Customer Loyalty Programs Really Work1,043 cited
  • 1998The Effects of Price-Comparison Advertising on Buyers' Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions994 cited
  • Cited by

    • 2016Mediating Effect of Loyalty Program Membership on the Relationship Between Advertising Effectiveness and Brand Loyalty37 cited
    • 2020Complaint Management- Review And Additional Insights23 cited
    • 2014For New Customers Only: A Study on the Effect of Acquisition Campaigns on a Service Company's Existing Customers’ CLV10 cited