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Beyond exit and voice: developing an integrated taxonomy of consumer complaining behaviour

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References

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
1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
1990The profitable art of service recovery.1,447 cited
1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
1993The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions623 cited
2006Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites525 cited
1984A MARKETING APPROACH FOR CUSTOMER RETENTION414 cited
1982Post-Purchase Consumer Processes and the Complaining Consumer314 cited
1977Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress272 cited
1981The sources, meaning, and validity of consumer complaint behavior: A psychological analysis259 cited
1981The hidden agenda of consumer complaining.

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227 cited

1991An Inquiry into Successful Exporting208 cited

1993The structure and determinants of consumer complaint intentions and behavior207 cited

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