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An Exploratory Study of Assertiveness, Aggressiveness, and Consumer Complaining Behavior
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Using MOSAIC to identify the profile of complainants (2005)Who's complaining? 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  • 2014Humorous Complaining118 cited
  • 2005A Content Analysis of Consumer Complaints, Remedies, and Repatronage Intentions Regarding Dissatisfying Service Experiences90 cited
  • 2004Engaging in complaint behaviour85 cited
  • 2004Exploring the role of relationship variables in predicting customer voice to a service worker48 cited
  • 2002Complaint behaviour: a study of the differences between complainants about advertising in Australia and the population at large45 cited
  • 2004Consumer Frustration in the Customer-Server Exchange: The Role of Attitudes Toward Complaining and Information Inadequacy Related to Service Failures38 cited
  • 2006Antecedents to complaint behaviour in the context of restaurant goers35 cited
  • 2020Legitimate and illegitimate consumer complaining behavior: a review and taxonomy33 cited
  • 2020The impact of customer compassion on face-to-face and online complaints29 cited
  • 2014Service Failure and Service Recovery in Tourism: A Review29 cited
  • 2005Who's complaining? Using MOSAIC to identify the profile of complainants25 cited
  • 2014Triggers and inhibitors of illegitimate customer complaining behavior25 cited
  • 2016Do personality traits predict 'complaining' consumers?23 cited
  • 2014

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PERSONAL DETERMINANTS OF ONLINE SHOPPING FRUSTRATION AND ITS INFLUENCE ON CONSUMERS' POSITIVE WORD OF MOUTH
21 cited
  • 2002Complaint letters and commitment theory: An empirical approach in mail-order selling20 cited
  • 1981Self-monitoring, norms, and attitudes as influences on consumer complaining20 cited