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The Direction of Consumer Complaint Research
0 references·12 citing·46 second hop
The Direction of Consumer Complaint Research (1980)The Direction of Consumer Complaint Resea…Prediction and Analysis of Customer Complaints Using Machine Learning Techniques (2023)Prediction and Analysis of Cu…Exploration of Chinese consumer complaint behavior in the hospitality industry (2020)Exploration of Chinese consum…Perceived justice and CSR after service recovery (2019)Perceived justice and CSR aft…Is saying ‘sorry’ enough? examining the effects of apology typologies by organizations on consumer responses (2016)Is saying ‘sorry’ enough? exa…Service Failure and Service Recovery in Tourism: A Review (2014)Service Failure and Service R…Humorous Complaining (2014)Humorous ComplainingWho gets to decide your complaint intentions? The influence of other companions on reaction to service failures (2013)Who gets to decide your compl…Mixed Findings on the Service Recovery Paradox (2007)Mixed Findings on the Service…Restaurant Customer Complaint Behavior (2001)Restaurant Customer Complaint…Power as a predictor of industrial complaining styles in a buyer/seller relationship: the buyer’s perspective (1997)Power as a predictor of indus…The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty (1996)The perceived effectiveness o…Complaint voicing by industrial buyers (1984)Complaint voicing by industri…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. 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(1980)Culture and the Self: Implications for Cognition, Emotion, and Motivation (1991)Services Marketing: Integrating Customer Focus Across the Firm (1996)The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region (2018)Voice of the Customer: The Impact on Customer Satisfaction (1997)Buyers’ Perceptions of Salesperson Tactical Approaches (2003)Barriers to service recovery in B2B markets: a TISM approach in the context of IT-based services (2021)THE EFFECTS OF SITUATIONAL AND PERSONAL CHARACTERISTICS ON CONSUMER COMPLAINT BEHAVIOR IN RESTAURANT SERVICES (2010)Dining Occasions, Service Failures and Customer Complaint Behaviours: an Empirical Assessment (2011)Exploration of Customer Compliant Behavior toward Asain Full-Service Restaurants (2016)
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Cited by

  • 2014Humorous Complaining118 cited
  • 2019Perceived justice and CSR after service recovery71 cited
  • 2007Mixed Findings on the Service Recovery Paradox64 cited
  • 2001Restaurant Customer Complaint Behavior58 cited
  • 1996The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty38 cited
  • 1997Power as a predictor of industrial complaining styles in a buyer/seller relationship: the buyer’s perspective37 cited
  • 2013Who gets to decide your complaint intentions? The influence of other companions on reaction to service failures33 cited
  • 2020Exploration of Chinese consumer complaint behavior in the hospitality industry32 cited
  • 2014Service Failure and Service Recovery in Tourism: A Review29 cited
  • 1984Complaint voicing by industrial buyers20 cited
  • 2023Prediction and Analysis of Customer Complaints Using Machine Learning Techniques19 cited
  • 2016Is saying ‘sorry’ enough? examining the effects of apology typologies by organizations on consumer responses12 cited

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