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Sources, characteristics, and dynamics of postpurchase price complaints · Study

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ArticleSources, characteristics, and dynamics of postpurchase price complaints

Hooman Estelami2003

Article2003

Sources, characteristics, and dynamics of postpurchase price complaints

Hooman Estelami

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

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Market Behavior and Pricing

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2000Marketing management: analysis. planning. implementation and control 2010Satisfaction: a behavioral perspective on the consumer 1992A National Customer Satisfaction Barometer: The Swedish Experience 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1970Exit, Voice, and Loyalty

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2018Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking 2019Determinants of banking consumers’ engagement in post service failure positive word-of-mouth 2015Complaints management and bank risk profile 2008Price and Consumer Cost Responsibility Effects on Quality Perceptions and Price Negotiation Likelihood for Healthcare Services

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Details

Year2003

Typearticle

Published2003-03-25

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations34

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0148-2963(01)00224-7

openalex_workW1994570695

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