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The Relationship between Complaints, Emotion, Anger, and Subsequent Behavior of Customers
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The Relationship between Complaints, Emotion, Anger, and Subsequent Behavior of Customers (2013)The Relationship between Complaints, Emot…Self‐Regulation, Ego Depletion, and Motivation (2007)Self‐Regulation, Ego Depletio…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…Relational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…Customers' motivations for maintaining relationships with service providers (1997)Customers' motivations for ma…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…Relationship Marketing of Services--Growing Interest, Emerging Perspectives (1995)Relationship Marketing of Ser…The Psychology of Emotions (1991)The Psychology of EmotionsRelationship approach to marketing in service contexts: The marketing and organizational behavior interface (1990)Relationship approach to mark…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Principles of Marketing (1972)Principles of MarketingThe Principles of Psychology (1891)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A circumplex model of affect. (1980)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Good Day Sunshine: Stock Returns and the Weather (2003)Understanding Customer Experience Throughout the Customer Journey (2016)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Measuring Service Quality: A Reexamination and Extension (1992)Whence Consumer Loyalty? (1999)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advances in Consumer Research (2025)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)The Behavioral Consequences of Service Quality (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Atmospherics as a Marketing Tool (1974)Breaking Free from Product Marketing (1977)Classifying Services to Gain Strategic Marketing Insights (1983)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Evolving to a New Dominant Logic for Marketing (2003)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)Understanding Relationship Marketing Outcomes (2002)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Zero defections: quality comes to services. (1990)Brand Community (2001)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Human Aggression (2002)What are emotions? And how can they be measured? (2005)Use of mass media campaigns to change health behaviour (2010)Effects of innovation types on firm performance (2011)
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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1972Principles of Marketing5,598 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,900 cited
  • 1999The Role of Emotions in Marketing3,350 cited
  • 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,201 cited
  • 1985Problems and Strategies in Services Marketing2,824 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,763 cited
  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
  • 1991The Psychology of Emotions1,831 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,679 cited
  • 2007Self‐Regulation, Ego Depletion, and Motivation1,648 cited
  • 1997Customers' motivations for maintaining relationships with service providers1,604 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited

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  • 1990Relationship approach to marketing in service contexts: The marketing and organizational behavior interface1,331 cited
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