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A dynamic model of customer complaining behaviour from the perspective of service‐dominant logic

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References

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2002Why Do Brands Cause Trouble? A Dialectical Theory of Consumer Culture and Branding

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1,954 cited

2006Service-dominant logic: reactions, reflections and refinements1,868 cited

Cited by

2013Negative online word-of-mouth: Behavioral indicator or emotional release?204 cited
2020Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysis81 cited
2015A framework for encouraging retail customer feedback55 cited
2018Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?34 cited
2020Legitimate and illegitimate consumer complaining behavior: a review and taxonomy33 cited
2013The S-D logic phenomenon-conceptualization and systematization by reviewing the literature of a decade(2004–2013)32 cited
202115 years of service-dominant logic: analyzing citation practices of Vargo and Lusch (2004)32 cited
2021Creating a world where anyone can belong anywhere: Consumer equality in the sharing economy32 cited
2023Negative customer engagement behaviour in a service context29 cited
2015Service-dominant logic for managing the logistics-manufacturing interface28 cited
2021The emotional influence on satisfaction and complaint behavior in hedonic and utilitarian services28 cited
2014The role of meta-perceptions in customer complaining behavior27 cited
2024How celebrity attributes damage customer–brand relationship in live streaming commerce: a dark side24 cited
2024Determinants of disengagement and negative customer engagement behaviour: expectancy disconfirmation and justice perspectives22 cited
2016What drives the intention to complain?22 cited
2021Value co-creation between consumers and distributors: the moderating effect of relationship characteristics21 cited