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Consumer Grudgeholding: Does Age Make a Difference?
15 references·0 citing·41 second hop
Consumer Grudgeholding: Does Age Make a Difference? (2007)Consumer Grudgeholding: Does Age Make a D…Service Recovery Paradox: Implications from an Experimental Study in a Restaurant Setting (2006)Service Recovery Paradox: Imp…Market orientation, strategic flexibility, and performance: implications for services providers (2005)Market orientation, strategic…Cambridge advanced learner's dictionary (2005)Cambridge advanced learner's …The effect of cognitive trust on hostage relationships (2004)The effect of cognitive trust…Jaycustomer behavior: an exploration of types and motives in the hospitality industry (2004)Jaycustomer behavior: an expl…Corporate reputation: Anything but superficial – the deep but fragile nature of corporate reputation (2004)Corporate reputation: Anythin…From Disgust to Delight (2001)From Disgust to DelightConsumer Grudgeholding: Toward a Conceptual Model and Research Agenda (2001)Consumer Grudgeholding: Towar…Consumer Retaliation as a Response to Dissatisfaction (2000)Consumer Retaliation as a Res…Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…A Multivariate Analysis of Responses to Dissatisfaction (1987)A Multivariate Analysis of Re…Complainers and noncomplainers revisited: Another look at the data (1981)Complainers and noncomplainer…A Two-Dimensional Concept of Brand Loyalty (1976)A Two-Dimensional Concept of …Principles of Marketing (1972)Principles of MarketingExit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Exit, Voice and Loyalty: Resp…Firm Resources and Sustained Competitive Advantage (1991)The Commitment-Trust Theory of Relationship Marketing (1994)Firm resources and sustained competitive advantage (2004)Strategic flexibility and SME performance in an emerging economy (2014)Influence Mechanism of Organizational Flexibility on Enterprise Competitiveness: The Mediating Role of Organizational Innovation (2020)Determinants of sustainable competitive advantage from resource-based view: implications for hotel industry (2021)Role of Product-Related Conversations in the Diffusion of a New Product (1967)Exit, Voice, and Loyalty (1970)Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Comparing Service Delivery to What Might Have Been (1999)Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior (2006)The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust (2012)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The impact of service failures on customer loyalty (2004)The service recovery paradox: justifiable theory or smoldering myth? (2007)The critical role of customer forgiveness in successful service recovery (2018)Social Learning Theory. (1978)Qualitative evaluation and research methods (1990)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)When the customer is wrong: A review of research on aggression and sexual harassment in service encounters (2008)Dysfunctional Customer Behavior Severity: An Empirical Examination (2009)Customers behaving badly: a state of the art review, research agenda and implications for practitioners (2010)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)E‐satisfaction and e‐loyalty: A contingency framework (2003)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)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)“Never eat in that restaurant, I did!”: Exploring why people engage in negative word‐of‐mouth communication (2007)Reprisal, retribution and requital: Investigating customer retaliation (2008)Classifying Services to Gain Strategic Marketing Insights (1983)Use of mass media campaigns to change health behaviour (2010)Effects of innovation types on firm performance (2011)Computer Learner Corpus Research: Current Status and Future Prospects (2004)The Oxford English Dictionary (2020)Artificial intelligence capability: Conceptualization, measurement calibration, and empirical study on its impact on organizational creativity and firm performance (2021)
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References

  • 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
  • 1972Principles of Marketing5,587 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1976A Two-Dimensional Concept of Brand Loyalty1,140 cited
  • 2004Jaycustomer behavior: an exploration of types and motives in the hospitality industry354 cited
  • 2005Cambridge advanced learner's dictionary342 cited
  • 1987A Multivariate Analysis of Responses to Dissatisfaction299 cited
  • 2001From Disgust to Delight261 cited
  • 2000Consumer Retaliation as a Response to Dissatisfaction170 cited
  • 2005Market orientation, strategic flexibility, and performance: implications for services providers121 cited
  • 2004Corporate reputation: Anything but superficial – the deep but fragile nature of corporate reputation120 cited
  • 1981Complainers and noncomplainers revisited: Another look at the data44 cited
  • 2006Service Recovery Paradox: Implications from an Experimental Study in a Restaurant Setting38 cited
  • 2004The effect of cognitive trust on hostage relationships31 cited
  • 2001Consumer Grudgeholding: Toward a Conceptual Model and Research Agenda29 cited

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