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What Drives Customer Loyalty with Complaint Resolution?
16 references·16 citing·33 second hopsampled
What Drives Customer Loyalty with Complaint Resolution? (1999)What Drives Customer Loyalty with Complai…Advances in Consumer Research (2025)Advances in Consumer ResearchHandbook of Social Cognition (2014)Handbook of Social CognitionSatisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Testing Structural Equation Models. (1995)Testing Structural Equation M…Testing Structural Equation Models. (1994)Testing Structural Equation M…Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Conceptualizing, Measuring, a…Structural Equations with Latent Variables. (1991)Structural Equations with Lat…Zero defections: quality comes to services. (1990)Zero defections: quality come…Structural Equations with Latent Variables (1989)Structural Equations with Lat…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Toward a consensual structure of mood. (1985)Toward a consensual structure…Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states. (1983)Mood, misattribution, and jud…A circumplex model of affect. (1980)A circumplex model of affect.Self-schemata and processing information about the self. (1977)Self-schemata and processing …The Structure of Psychological Well-Being. (1970)The Structure of Psychologica…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…Negative Reviews, Positive Impact: Consumer Empathetic Responding to Unfair Word of Mouth (2020)Negative Reviews, Positive Im…Blue and Red Voices: Effects of Political Ideology on Consumers’ Complaining and Disputing Behavior (2017)Blue and Red Voices: Effects …Apps for mobile banking and customer satisfaction: a cross-cultural study (2017)Apps for mobile banking and c…Humorous Complaining (2014)Humorous ComplainingCustomer Complaints and Recovery Effectiveness: A Customer Base Approach (2014)Customer Complaints and Recov…Remedy or cure for service failure? (2012)Remedy or cure for service fa…The role of social motivations in e-learning: How do they affect usage and success of ICT interactive tools? (2011)The role of social motivation…The Impact of Operations Performance on Customer Loyalty (2011)The Impact of Operations Perf…Relationship quality, community promotion and brand loyalty in virtual communities: Evidence from free software communities (2010)Relationship quality, communi…Determinants of the intention to participate in firm-hosted online travel communities and effects on consumer behavioral intentions (2010)Determinants of the intention…Antecedents and Consequences of Consumer Participation in On-Line Communities: The Case of the Travel Sector (2010)Antecedents and Consequences …Customer satisfaction with service recovery (2008)Customer satisfaction with se…The impact of participation in virtual brand communities on consumer trust and loyalty (2007)The impact of participation i…Promoting Consumer's Participation in Virtual Brand Communities: A New Paradigm in Branding Strategy (2007)Promoting Consumer's Particip…The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction (2002)The dimensions of complaint s…E‐complaining: a content analysis of an Internet complaint forum (2001)E‐complaining: a content anal…Construct validity in psychological tests. 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(1988)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Measuring emotion: The self-assessment manikin and the semantic differential (1994)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Understanding Attitudes and Predicting Social Behavior (1980)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Dimensions of Brand Personality (1997)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)lavaan : An R Package for Structural Equation Modeling (2012)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)The proactive component of organizational behavior: A measure and correlates (1993)A Decade of System Justification Theory: Accumulated Evidence of Conscious and Unconscious Bolstering of the Status Quo (2004)Modernization, cultural change, and democracy the human development sequence (2005)Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecification. (1998)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)Job demands, job resources, and their relationship with burnout and engagement: a multi‐sample study (2004)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)
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References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1989Structural Equations with Latent Variables17,500 cited
  • 1991Structural Equations with Latent Variables.17,443 cited
  • 1980A circumplex model of affect.16,320 cited
  • 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity14,745 cited
  • 1994Testing Structural Equation Models.14,120 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 1995Testing Structural Equation Models.8,211 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1983Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states.4,951 cited
  • 1970The Structure of Psychological Well-Being.4,923 cited
  • 1985Toward a consensual structure of mood.4,370 cited
  • 2014Handbook of Social Cognition4,154 cited
  • 1977Self-schemata and processing information about the self.

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Cited by

  • 2010Determinants of the intention to participate in firm-hosted online travel communities and effects on consumer behavioral intentions475 cited
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  • 2007Promoting Consumer's Participation in Virtual Brand Communities: A New Paradigm in Branding Strategy320 cited
  • 2001E‐complaining: a content analysis of an Internet complaint forum315 cited
  • 2010Relationship quality, community promotion and brand loyalty in virtual communities: Evidence from free software communities213 cited
  • 2014Customer Complaints and Recovery Effectiveness: A Customer Base Approach178 cited
  • 2020Negative Reviews, Positive Impact: Consumer Empathetic Responding to Unfair Word of Mouth174 cited
  • 2002The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction164 cited
  • 2012Remedy or cure for service failure?159 cited
  • 2010Antecedents and Consequences of Consumer Participation in On-Line Communities: The Case of the Travel Sector154 cited
  • 2017Blue and Red Voices: Effects of Political Ideology on Consumers’ Complaining and Disputing Behavior151 cited
  • 2017Apps for mobile banking and customer satisfaction: a cross-cultural study150 cited
  • 2011The Impact of Operations Performance on Customer Loyalty133 cited
  • 2008Customer satisfaction with service recovery131 cited
  • 2011The role of social motivations in e-learning: How do they affect usage and success of ICT interactive tools?128 cited
  • 2014Humorous Complaining118 cited