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Motivation for Customer Complaining and Non-Complaining Behaviour Towards Mobile Telecommunication Services
16 references·0 citing·46 second hop
Motivation for Customer Complaining and Non-Complaining Behaviour Towards Mobile Telecommunication Services (2012)Motivation for Customer Complaining and N…The Practice of Management (2012)The Practice of ManagementA Voice From the Silent Masses: An Exploratory and Comparative Analysis of Noncomplainers (2006)A Voice From the Silent Masse…Customer complaint behaviour towards hotel restaurant services (2003)Customer complaint behaviour …Recognizing cross‐cultural differences in consumer complaint behavior and intentions: an empirical examination (2001)Recognizing cross‐cultural di…Why Don't Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior (1998)Why Don't Some People Complai…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Complaints and complaining: Functions, antecedents, and consequences. (1996)Complaints and complaining: F…The effects of customer service on consumer complaining behavior (1995)The effects of customer servi…From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)From Marketing Mix to Relatio…From Marketing Mix to Relationship Marketing (1994)From Marketing Mix to Relatio…The structure and determinants of consumer complaint intentions and behavior (1993)The structure and determinant…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …Services Marketing: People, Technology, Strategy (1984)Services Marketing: People, T…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…The sources, meaning, and validity of consumer complaint behavior: A psychological analysis (1981)The sources, meaning, and val…The hidden agenda of consumer complaining. 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References

  • 2012The Practice of Management3,745 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing2,349 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1994From Marketing Mix to Relationship Marketing1,410 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 1984Services Marketing: People, Technology, Strategy1,058 cited
  • 1998Why Don't Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior477 cited
  • 1996Complaints and complaining: Functions, antecedents, and consequences.439 cited
  • 1995The effects of customer service on consumer complaining behavior437 cited
  • 2001Recognizing cross‐cultural differences in consumer complaint behavior and intentions: an empirical examination353 cited
  • 2003Customer complaint behaviour towards hotel restaurant services271 cited
  • 2006A Voice From the Silent Masses: An Exploratory and Comparative Analysis of Noncomplainers263 cited
  • 1981The sources, meaning, and validity of consumer complaint behavior: A psychological analysis259 cited

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  • 1981The hidden agenda of consumer complaining.227 cited
  • 1993The structure and determinants of consumer complaint intentions and behavior207 cited
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