Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

A novel framework for customer complaint management

16 references·2 citing·39 second hop

FromToDepth

this work references cited by second hop

References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?5,913 cited
1990The profitable art of service recovery.1,447 cited
1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
2000The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance994 cited
2002Beyond valence in customer dissatisfaction849 cited
1995Dineserv: A Tool for Measuring Service Quality in Restaurants823 cited
1999Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations774 cited
2005How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach771 cited
1998Recovering and Learning from Service Failure727 cited
2009Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price727 cited
1982

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Exit, voice, loyalty, and neglect: Responses to dissatisfaction in romantic involvements.

644 cited

1995Tracking service failures and employee recovery efforts609 cited

2014The Six Sigma Handbook: A Complete Guide for Green Belts, Black Belts, and Managers at All Levels578 cited

Cited by

2025Unraveling how poor logistics service quality of cross-border E-commerce influences customer complaints based on text mining and association analysis24 cited
2023Prediction and Analysis of Customer Complaints Using Machine Learning Techniques19 cited