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Complaining Behavior in Social Interaction

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References

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1982Post-Purchase Consumer Processes and the Complaining Consumer314 cited

Cited by

2006Standing up for a change: Reducing bias through interpersonal confrontation.465 cited
2007“Never eat in that restaurant, I did!”: Exploring why people engage in negative word‐of‐mouth communication392 cited
2000An investigation into whether complaining can cause increased consumer satisfaction248 cited
2008The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral Responses195 cited
2015Understanding why consumers engage in electronic word-of-mouth communication: Perspectives from theory of planned behavior and justice theory185 cited
2004Consumer complaining to firms: the determinants of channel choice178 cited

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2005

When service failure is not service failure: an exploration of the forms and motives of “illegitimate” customer complaining

175 cited

2013How Males and Females Differ in Their Likelihood of Transmitting Negative Word of Mouth169 cited

2017Humblebragging: A distinct—and ineffective—self-presentation strategy.169 cited

2008Consumer Responses to Service Failures: A Resource Preference Model of Cultural Influences168 cited

2005Typologies of e‐commerce retail failures and recovery strategies168 cited

2001Justice perceptions of complaint-handling: a cross-cultural comparison between PRC and Canadian customers153 cited

2017Blue and Red Voices: Effects of Political Ideology on Consumers’ Complaining and Disputing Behavior151 cited

2003A CIT investigation of servicescape failures and associated recovery strategies149 cited

2002Characteristics and Consequences of Interpersonal Complaints Associated with Perceived Face Threat143 cited

2015From valence to emotions: Exploring the distribution of emotions in online product reviews134 cited