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Complaint letters and commitment theory: An empirical approach in mail-order selling
16 references·0 citing·39 second hop
Complaint letters and commitment theory: An empirical approach in mail-order selling (2002)Complaint letters and commitment theory: …Customer complaint situations: An equity theory perspective (1995)Customer complaint situations…The structure and determinants of consumer complaint intentions and behavior (1993)The structure and determinant…Exploring the Effects of Consumers′ Dissatisfaction Level on Complaint Behaviours (1991)Exploring the Effects of Cons…A typology of consumer dissatisfaction response styles (1990)A typology of consumer dissat…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Complaint Behavior: Analysis By Demographics, Lifestyle, and Consumer Values (1987)Complaint Behavior: Analysis …An Investigation of the Interrelationship Between Consumer (Dis)Satisfaction and Complaint Reports (1987)An Investigation of the Inter…A Multivariate Analysis of Responses to Dissatisfaction (1987)A Multivariate Analysis of Re…Consumer Responses to Dissatisfaction in Loose Monopolies (1985)Consumer Responses to Dissati…Modeling Choices Among Alternative Responses to Dissatisfaction (1984)Modeling Choices Among Altern…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…The hidden agenda of consumer complaining. (1981)The hidden agenda of consumer…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…An Exploratory Study of Assertiveness, Aggressiveness, and Consumer Complaining Behavior (1979)An Exploratory Study of Asser…An Exploratory Behavioral and Socio‐Economic Profile of Consumer Action About Dissatisfaction with Selected Household Appliances (1973)An Exploratory Behavioral and…Exit, Voice, and Loyalty (1970)Exit, Voice, and LoyaltyEvaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Consumers' complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology (2003)Cross-national analysis of hotel customers’ attitudes toward complaining and their complaining behaviours (2004)When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining (2005)Exchange and Power in Social Life (2017)Role of Product-Related Conversations in the Diffusion of a New Product (1967)Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Comparing Service Delivery to What Might Have Been (1999)Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior (2006)The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust (2012)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services (1997)Understanding Changes in Belief and Attitude Toward Information Tech Nology Usage: A Theoretical Model and Longitudinal Test1 (2004)The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance (2006)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)An Index of Factorial Simplicity (1974)Antecedents and consequences of trust and satisfaction in buyer‐seller relationships (1998)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)Labor Contracts as Partial Gift Exchange (1982)The Sources and Consequences of Embeddedness for the Economic Performance of Organizations: The Network Effect (1996)Shadow Economies: Size, Causes, and Consequences (2000)Measurement of tourist satisfaction with restaurant services: A segment-based approach (2003)The fruit flies of innovations: A taxonomy of innovative small firms (2006)Internet Users’ Information Privacy-Protective Responses: A Taxonomy and a Nomological MODEL1 (2008)Causes and consequences of consumer online privacy concern (2007)The influence of belonging to virtual brand communities on consumers' affective commitment, satisfaction and word‐of‐mouth advertising (2011)Compliance with eWOM: The influence of hotel reviews on booking intention from the perspective of consumer conformity (2015)E‐complaining: a content analysis of an Internet complaint forum (2001)The effect of attitude and perception on consumer complaint intentions (2003)The effects of information and company reputation on intentions to buy a business service (1993)When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates (1996)The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea (2010)
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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1970Exit, Voice, and Loyalty3,618 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
  • 1990A typology of consumer dissatisfaction response styles444 cited
  • 1984Modeling Choices Among Alternative Responses to Dissatisfaction436 cited
  • 1987A Multivariate Analysis of Responses to Dissatisfaction299 cited
  • 1981The hidden agenda of consumer complaining.227 cited
  • 1993The structure and determinants of consumer complaint intentions and behavior207 cited
  • 1991Exploring the Effects of Consumers′ Dissatisfaction Level on Complaint Behaviours169 cited
  • 1985Consumer Responses to Dissatisfaction in Loose Monopolies151 cited
  • 1995Customer complaint situations: An equity theory perspective113 cited
  • 1987An Investigation of the Interrelationship Between Consumer (Dis)Satisfaction and Complaint Reports104 cited
  • 1979An Exploratory Study of Assertiveness, Aggressiveness, and Consumer Complaining Behavior91 cited
  • 1973An Exploratory Behavioral and Socio‐Economic Profile of Consumer Action About Dissatisfaction with Selected Household Appliances

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74 cited
  • 1987Complaint Behavior: Analysis By Demographics, Lifestyle, and Consumer Values49 cited
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