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Understanding complaining responses through consumers' self‐consciousness disposition
16 references·14 citing·31 second hop
Understanding complaining responses through consumers' self‐consciousness disposition (2002)Understanding complaining responses throu…Advances in Consumer Research (2025)Advances in Consumer ResearchService Management and Marketing (2011)Service Management and Market…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Advances in Consumer Research (1983)Advances in Consumer ResearchImpression Management: The Self-Concept, Social Identity, and Interpersonal Relations. (1981)Impression Management: The Se…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…A Second Generation Little Jiffy (1970)A Second Generation Little Ji…The Principles of Psychology (1891)The Principles of PsychologySevere service failures and online vindictive word of mouth: The effect of coping strategies (2021)Severe service failures and o…Self-Consciousness in Online Shopping Behavior (2021)Self-Consciousness in Online …Riding the New York Subway (2021)Riding the New York SubwayTrapped in a service encounter (2019)Trapped in a service encounterExposing Pinocchio customers: investigating exaggerated service stories (2016)Exposing Pinocchio customers:…Consumers who avoid relationships: social anxiety in commercial contexts (2016)Consumers who avoid relations…Self-consciousness profiles in the acceptance of airline e-ticketing services (2015)Self-consciousness profiles i…Customer e-complaining behaviours using social media (2015)Customer e-complaining behavi…Managing customer misbehavior: challenges and strategies (2013)Managing customer misbehavior…Self‐service technology complaint channel choice (2012)Self‐service technology compl…The influence of self-construal and co-consumption others on consumer complaining behavior (2011)The influence of self-constru…Opportunistic customer complaining: Causes, consequences, and managerial alternatives (2011)Opportunistic customer compla…Customer opportunistic complaints management: A critical incident approach (2011)Customer opportunistic compla…Exploring the role of relationship variables in predicting customer voice to a service worker (2004)Exploring the role of relatio…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)The Varimax Criterion for Analytic Rotation in Factor Analysis (1958)The Application of Electronic Computers to Factor Analysis (1960)A Rationale and Test for the Number of Factors in Factor Analysis (1965)Little Jiffy, Mark Iv (1974)Comparison of five rules for determining the number of components to retain. (1986)Factor Retention Decisions in Exploratory Factor Analysis: a Tutorial on Parallel Analysis (2004)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)The proactive component of organizational behavior: A measure and correlates (1993)A Decade of System Justification Theory: Accumulated Evidence of Conscious and Unconscious Bolstering of the Status Quo (2004)Modernization, cultural change, and democracy the human development sequence (2005)The Psychology of Interpersonal Relations. (1958)A circumplex model of affect. (1980)Social Capital, Intellectual Capital, and the Organizational Advantage (1998)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)Customer Contributions to Quality: A Different View of the Customer-Oriented Firm (1996)Destination Image, Self-Congruity, and Travel Behavior: Toward an Integrative Model (2000)What is Interactivity and is it Always Such a Good Thing? Implications of Definition, Person, and Situation for the Influence of Interactivity on Advertising Effectiveness (2002)
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References

  • 1891The Principles of Psychology25,772 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1970A Second Generation Little Jiffy4,816 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1983Advances in Consumer Research2,879 cited
  • 1981Impression Management: The Self-Concept, Social Identity, and Interpersonal Relations.2,062 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 2011Service Management and Marketing1,414 cited
  • 1987

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Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
1,394 cited

Cited by

  • 2013Managing customer misbehavior: challenges and strategies139 cited
  • 2021Severe service failures and online vindictive word of mouth: The effect of coping strategies61 cited
  • 2015Customer e-complaining behaviours using social media59 cited
  • 2011The influence of self-construal and co-consumption others on consumer complaining behavior58 cited
  • 2011Customer opportunistic complaints management: A critical incident approach53 cited
  • 2004Exploring the role of relationship variables in predicting customer voice to a service worker48 cited
  • 2016Consumers who avoid relationships: social anxiety in commercial contexts42 cited
  • 2011Opportunistic customer complaining: Causes, consequences, and managerial alternatives40 cited
  • 2012Self‐service technology complaint channel choice40 cited
  • 2019Trapped in a service encounter33 cited
  • 2016Exposing Pinocchio customers: investigating exaggerated service stories29 cited
  • 2015Self-consciousness profiles in the acceptance of airline e-ticketing services16 cited
  • 2021Self-Consciousness in Online Shopping Behavior15 cited
  • 2021Riding the New York Subway6 cited