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Consumer complaining to firms: the determinants of channel choice

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References

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2001

Do people aggress to improve their mood? Catharsis beliefs, affect regulation opportunity, and aggressive responding.

611 cited

1978Consumer and Industrial Buying Behavior607 cited

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2017Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan135 cited
2013Antecedents of travellers' electronic word-of-mouth communication110 cited
2016Please explain why it happened! How perceived justice and customer involvement affect post co-recovery evaluations: A study of Iranian online shoppers98 cited
2017Beyond exit and voice: developing an integrated taxonomy of consumer complaining behaviour92 cited
2011Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior90 cited
2010Organizational learning from customer feedback received by service employees79 cited
2020Disentangling the Impact of Omnichannel Integration on Consumer Behavior in Integrated Sales Channels71 cited
2020The bright and dark sides of humorous response to online customer complaint62 cited
2014How We Complain: The Effect of Personality on Consumer Complaint Channels61 cited
2014Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet60 cited
2015Customer e-complaining behaviours using social media59 cited