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Coping With Customer Complaints

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References

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1986Self-Reports in Organizational Research: Problems and Prospects17,092 cited
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1996The effects of feedback interventions on performance: A historical review, a meta-analysis, and a preliminary feedback intervention theory.5,875 cited
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1984Negative affectivity: The disposition to experience aversive emotional states.4,637 cited
1994Putting the Service-Profit Chain to Work3,732 cited
1986Interactional justice : communication criteria of fairness

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2,766 cited

1990Research on Negotiation in Organizations1,866 cited

Cited by

2008Twenty Years of Service Guarantee Research110 cited
2017Literature review on service quality in hospitality and tourism (1984-2014)98 cited
2011The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms96 cited
2011I want to believe theyreallycare93 cited
2014Exploring the impact of customer feedback on the well-being of service entities71 cited
2009Handling customer complaints effectively68 cited
2010Visual aesthetics in store environment and its moderating role on consumer intention64 cited
2013Customer service in the aviation industry – An exploratory analysis of UAE airports63 cited
2014The Effect of Job-Related Demands and Resources on Service Employees’ Willingness to Report Complaints51 cited
2010Towards a new model of “customer compliance” service provision50 cited
2010Complaint resolution management expectations in an asymmetric business‐to‐business context46 cited
2009Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint‐handling encounters46 cited
2008Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships40 cited
2018Matching service failures and recovery options toward satisfaction36 cited
2019It’s Raining Complaints! How Weather Factors Drive Consumer Comments and Word-of-Mouth33 cited
2020Testing the influence of real-time performance feedback on employees in digital services28 cited