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A framework of customer complaint handling system
7 references·0 citing·35 second hop
A framework of customer complaint handling system (2010)A framework of customer complaint handlin…Organizational Responses to Customer Complaints: What Works and What Doesn’t (2003)Organizational Responses to C…Customer complaint behaviour towards hotel restaurant services (2003)Customer complaint behaviour …An experimental study of service recovery options (1997)An experimental study of serv…Tracking service failures and employee recovery efforts (1995)Tracking service failures and…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…How do Customers Express Dissatisfaction and What can Service Marketers do About it? (1989)How do Customers Express Diss…SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY (1988)SERVICE QUALITY: THE SIX CRIT…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Determinants of customer‐perceived service quality: a confirmatory factor analysis approach (2002)Service failure and recovery: evidence from the hotel industry (2004)A meta-analysis of satisfaction with complaint handling in services (2009)The critical incident technique. (1954)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Service recovery: a framework and empirical investigation (2000)The influence of selected antecedents on frontline staff’s perceptions of service recovery performance (2000)The impact of service failure severity on service recovery evaluations andpost‐recovery relationships (2004)Critical Incident Technique (2007)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Critical Service Encounters: The Employee's Viewpoint (1994)Consumer complaint behaviour of Asians and non‐Asians about hotel services (2007)Generation Y’s positive and negative eWOM: use of social media and mobile technology (2017)Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews (2018)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)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)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)Marketing Models of Service and Relationships (2006)Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2009)Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern (2015)E‐complaining: a content analysis of an Internet complaint forum (2001)Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior (2006)Switching barriers in business‐to‐business services: a qualitative study (2006)An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty (2007)How quality, value, image, and satisfaction create loyalty at a Chinese telecom (2008)
this work references cited by second hop

References

  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY852 cited
  • 2003Organizational Responses to Customer Complaints: What Works and What Doesn’t618 cited
  • 1995Tracking service failures and employee recovery efforts609 cited
  • 1997An experimental study of service recovery options452 cited
  • 2003Customer complaint behaviour towards hotel restaurant services271 cited
  • 1989How do Customers Express Dissatisfaction and What can Service Marketers do About it?208 cited

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