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Managing Complaints to Improve Customer Profitability · Study

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ArticleManaging Complaints to Improve Customer Profitability

Jesús Cambra‐Fierro2014

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Articlegreen2014

Managing Complaints to Improve Customer Profitability

Jesús Cambra‐Fierro · Iguácel Melero · Francisco Javier Sesé

83 citations·0/0 files stored·Journal of Retailing

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Customer Service Quality and Loyalty Service and Product Innovation Customer churn and segmentation

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References

1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives 1995Customer Switching Behavior in Service Industries: An Exploratory Study 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery 1971Comparison of Bayesian and regression approaches to the study of information processing in judgment 2000A Benefit Congruency Framework of Sales Promotion Effectiveness 1990Communication Strategies in Marketing Channels: A Theoretical Perspective

Cited by

2017Complaint handling on social media: The impact of multiple response times on consumer satisfaction 2017Compensation Revisited 2018The Effect of Compensation Size on Recovery Satisfaction After Group Service Failures: The Role of Group Versus Individual Service Recovery 2016Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth

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2020Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysisarticle · 19 shared references 2023Service failure and service recovery: A hybrid review and research agendaarticle · 19 shared references 2023Mapping the service recovery research landscape: A bibliometric‐based systematic reviewreview · 16 shared references 2020A bibliometric investigation of service failure literature and a research agendaarticle · 15 shared references 2017Service failures in e-retailing: Examining the effects of response time, compensation, and service criticalityarticle · 14 shared references 2018The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Researcharticle · 13 shared references

Details

Year2014

Typearticle

Published2014-10-22

VenueJournal of Retailing

ISSN-L0022-4359

Languageen

Citations83

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.jretai.2014.09.004

openalex_workW2011283347

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2018

How can ethical brands respond to service failures? Understanding how moral identity motivates compensation preferences through self-consistency and social approval

2018Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico

2019Rise and fall of complainants’ desires: The role of pre-failure brand commitment and online service recovery satisfaction

2022Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust