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Complaints as opportunities
0 references·16 citing·49 second hopsampled
Complaints as opportunities (1991)Complaints as opportunitiesAir the anger: investigating online complaints on luxury hotels (2012)Air the anger: investigating …Perceived service quality and self-concept influences on consumer attitude and purchase process: A comparison between physical and internet channels (2011)Perceived service quality and…Customer opportunistic complaints management: A critical incident approach (2011)Customer opportunistic compla…Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant (2010)Causes for complaining behavi…The Role of Customers in Interactive Co-Creation Practices: The Italian Scenario (2009)The Role of Customers in Inte…The role of the customer–seller relationship in the intention of the customer to complain: A study of Chinese restaurateurs (2007)The role of the customer–sell…The Effects of Cultural Individualism and Self-Confidence on Propensity to Voice: From Theory to Measurement to Practice (2007)The Effects of Cultural Indiv…Best practices in achieving a customer‐focused culture (2007)Best practices in achieving a…The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus (2004)The effects of organizational…Complaining behavior of public library users in South Korea (2003)Complaining behavior of publi…Understanding complaining responses through consumers' self‐consciousness disposition (2002)Understanding complaining res…Salesperson characteristics affecting consumer complaint responses (2001)Salesperson characteristics a…A LONGITUDINAL STUDY OF THE EFFECT OF A SERVICE GUARANTEE ON SERVICE QUALITY (2001)A LONGITUDINAL STUDY OF THE E…Complaining as planned behavior (2000)Complaining as planned behavi…Evaluating Service Encounters: A Cross-Cultural and Cross-Industry Exploration (1999)Evaluating Service Encounters…Consumer complaint behaviour: the case of electrical goods (1995)Consumer complaint behaviour:…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Zero defections: quality comes to services. (1990)Relationships, the role of individuals and knowledge flows in the internationalisation of service firms (2003)Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Model (2006)Deviance, deviant behaviour and hospitality management: Sources, forms and drivers (2019)Advances in Consumer Research (2025)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Principles and Practice of Structural Equation Modeling (1998)Confidence: A Critical Review of the Literature and an Alternative Perspective for General and Specific Self-Confidence (2015)Why Voice Behavior? 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(2015)The effects of service quality on internet service provider customers’ behaviour (2016)How does customer engagement value occur in restaurants?A stimulus-organism-response(S-O-R) perspective (2022)Prediction of goal-directed behavior: Attitudes, intentions, and perceived behavioral control (1986)The theory of planned behavior (1991)Comparing consumer complaint responses to online and offline environment (2011)Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context (2014)Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory (2015)Qualitative evaluation and research methods (1990)Using thematic analysis in psychology (2006)Basics of qualitative research : techniques and procedures for developing grounded theory (2008)An RQDA-based constructivist methodology for qualitative research (2017)Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan (2017)Complaining practices on social media in tourism: A value co-creation and co-destruction perspective (2019)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)The effects of perceived justice on satisfaction and behavioral intentions: the case of computer purchase (2001)The right to be heard and to be understood: a conceptual framework for consumer protection in emerging economies (2009)The Principles of Psychology (1891)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Managing customer misbehavior: challenges and strategies (2013)Customer e-complaining behaviours using social media (2015)Severe service failures and online vindictive word of mouth: The effect of coping strategies (2021)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Marketing management: analysis. planning. implementation and control (2000)The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters (2006)The antecedents and consequences of humour for service (2016)How trust mediate the effects of perceived justice on loyalty: A study in the context of automotive recall in China (2020)Comparing Chinese and American attitudes towards complaining (2011)Power distance and its implications for upward communication and empowerment: crisis management and recovery in hospitality services (2013)Corporate Image (2015)Examining the linkages between team learning behaviors and team performance (2003)A conceptual model and empirical examination of the effect of service guarantees on post‐purchase consumption evaluations (2004)Uncertainty Reduction Approaches, Uncertainty Coping Approaches, and Process Performance in Financial Services (2006)
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  • 2012Air the anger: investigating online complaints on luxury hotels112 cited
  • 1999Evaluating Service Encounters: A Cross-Cultural and Cross-Industry Exploration108 cited
  • 1995Consumer complaint behaviour: the case of electrical goods97 cited
  • 2004The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus89 cited
  • 2010Causes for complaining behaviour intentions: the moderator effect of previous customer experience of the restaurant83 cited
  • 2002Understanding complaining responses through consumers' self‐consciousness disposition77 cited
  • 2001A LONGITUDINAL STUDY OF THE EFFECT OF A SERVICE GUARANTEE ON SERVICE QUALITY69 cited
  • 2000Complaining as planned behavior63 cited
  • 2007The Effects of Cultural Individualism and Self-Confidence on Propensity to Voice: From Theory to Measurement to Practice61 cited
  • 2001Salesperson characteristics affecting consumer complaint responses60 cited
  • 2003Complaining behavior of public library users in South Korea54 cited
  • 2011Customer opportunistic complaints management: A critical incident approach53 cited
  • 2007Best practices in achieving a customer‐focused culture51 cited
  • 2007

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The role of the customer–seller relationship in the intention of the customer to complain: A study of Chinese restaurateurs
49 cited
  • 2009The Role of Customers in Interactive Co-Creation Practices: The Italian Scenario42 cited
  • 2011Perceived service quality and self-concept influences on consumer attitude and purchase process: A comparison between physical and internet channels42 cited