Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Complaint behaviour of Malaysian consumers

16 references·16 citing·47 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1990Zero defections: quality comes to services.5,373 cited
1993Customer satisfaction, customer retention, and market share2,151 cited
2001A cost/benefit approach to understanding service loyalty453 cited
1990A typology of consumer dissatisfaction response styles444 cited
1995The effects of customer service on consumer complaining behavior437 cited
2001Recognizing cross‐cultural differences in consumer complaint behavior and intentions: an empirical examination353 cited
2001Analyzing service failures and recoveries: a process approach286 cited
2001An investigation into the switching process in retail banking services273 cited
2003Customer complaint behaviour towards hotel restaurant services271 cited
2000An investigation into whether complaining can cause increased consumer satisfaction248 cited
2003The effect of attitude and perception on consumer complaint intentions226 cited
1975Dissatisfied Consumers: Who Gets Upset and Who Takes Action205 cited
2001Developing a comprehensive picture of service failure203 cited
2002Does service failure influence customer loyalty?199 cited
1997Consumer behaviour : advances and applications in marketing

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

195 cited

1998An exploration of customer exit in retail banking170 cited

Cited by

2010The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks87 cited
2010Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant83 cited
2009The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies77 cited
2008Complainers versus non‐complainers retaliatory responses towards service dissatisfactions71 cited
2012Perceived justice in service recovery and switching intention68 cited
2010Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour52 cited
2015Consumer complaint behaviour in telecommunications: The case of mobile phone users in Spain37 cited
2013A methodology to map customer complaints and measure customer satisfaction and loyalty30 cited
2020Investigation of Customer Complaints Directed to E-Commerce Sites in Covid-19 Process28 cited
2020An emotion-based segmentation of bank service customers28 cited
2009The differences in customer complaint behaviour between loyal customers and first comers in the retail banking industry28 cited
2017From “Hypercritics” to “Happy Campers”: Who Complains the Most in Fine Dining Restaurants?27 cited
2018The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region24 cited
2007Classification of Asian Complainers in Restaurant Services23 cited
2015Perceived justice and recovery satisfaction: the moderating role of customer-perceived quality21 cited
2019ANALISIS PERILAKU KOMPLAIN KONSUMEN ONLINE SHOPPING10 cited