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Organizational Responses to Customer Complaints: What Works and What Doesn’t

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References

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Cited by

2009Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

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2006Marketing Models of Service and Relationships507 cited

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2010A Meta-Analysis of Organizational Complaint Handling and Customer Responses479 cited

2019A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights383 cited

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2009A meta-analysis of satisfaction with complaint handling in services375 cited

2018The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research324 cited

2005Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty307 cited

2007Perceived controllability and service expectations: Influences on customer reactions following service failure288 cited

2014Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies271 cited

2014How Does Corporate Social Responsibility Affect Consumer Response to Service Failure in Buyer–Seller Relationships?270 cited

2010An empirical investigation of electronic word-of-mouth: Informational motive and corporate response strategy247 cited

2005Silent Voices241 cited

2017Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites231 cited

2014A “Triple A” Typology of Responding to Negative Consumer-Generated Online Reviews229 cited