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Complaining customers, service recovery and continuous improvement
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Complaining customers, service recovery and continuous improvement (1998)Complaining customers, service recovery a…From “Hypercritics” to “Happy Campers”: Who Complains the Most in Fine Dining Restaurants? (2017)From “Hypercritics” to “Happy…To tweet or not to tweet? Exploring the effectiveness of service recovery strategies using social media (2016)To tweet or not to tweet? Exp…Service Recovery Paradox: The Success Parameters (2014)Service Recovery Paradox: The…Negative online word-of-mouth: Behavioral indicator or emotional release? (2013)Negative online word-of-mouth…Service recovery: Literature review and research issues (2011)Service recovery: Literature …Modelling the service antecedents of favourable and unfavourable behaviour intentions in life insurance services in India (2011)Modelling the service anteced…Customer complaints in restaurants: Do they differ by service stages and loyalty levels? 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Examining service recovery in Airbnb and other homesharing platforms (2020)Where service recovery meets its paradox: implications for avoiding overcompensation (2022)Mapping the service recovery research landscape: A bibliometric‐based systematic review (2023)
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  • 2013Negative online word-of-mouth: Behavioral indicator or emotional release?204 cited
  • 2008Airline service quality86 cited
  • 2010Customer complaints in restaurants: Do they differ by service stages and loyalty levels?85 cited
  • 2016To tweet or not to tweet? Exploring the effectiveness of service recovery strategies using social media66 cited
  • 2004Plan to do it right: and plan for recovery56 cited
  • 2011Modelling the service antecedents of favourable and unfavourable behaviour intentions in life insurance services in India48 cited
  • 2011Service recovery: Literature review and research issues48 cited
  • 2004E-Complaint41 cited
  • 2008A Cross-National Comparison of Consumer Perceptions of Service Recovery33 cited
  • 2009The influence of service failure and service recovery on airline passengers’ relationships with domestic airlines : an exploratory study31 cited
  • 2003Reexamining Recovery Paradox Effects and Impact Ranges of Service Failure and Recovery31 cited
  • 2014Service Recovery Paradox: The Success Parameters27 cited
  • 2017From “Hypercritics” to “Happy Campers”: Who Complains the Most in Fine Dining Restaurants?27 cited
  • 2010A simplified lean method to capture customer voice

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24 cited
  • 2000An Assessment of Key Hotel Guest Contact Personnel in Handling Guest Complaints23 cited
  • 2007Evaluating Gender Differences In the Complaint Behavior of Malaysian Consumers22 cited