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The impact of customer compassion on face-to-face and online complaints
16 references·1 citing·40 second hop
The impact of customer compassion on face-to-face and online complaints (2020)The impact of customer compassion on face…Handbook of Research Methods in Social and Personality Psychology (2024)Handbook of Research Methods …Satisfaction: A Behavioral Perspective on the Consumer (2014)Satisfaction: A Behavioral Pe…Best Practice Recommendations for Designing and Implementing Experimental Vignette Methodology Studies (2014)Best Practice Recommendations…Compassion: An evolutionary analysis and empirical review. (2010)Compassion: An evolutionary a…Understanding Service Convenience (2002)Understanding Service Conveni…An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery (2000)An Empirical Investigation of…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Emotion And Adaptation (1991)Emotion And AdaptationDevelopment and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of…Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Development and validation of…Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues (1988)Consumer Complaint Intentions…Product/Consumption-Based Affective Responses and Postpurchase Processes (1987)Product/Consumption-Based Aff…Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Negative Word-of-Mouth by Dis…Consumer complaining behavior in hospitality management (2021)Consumer complaining behavior…RESEARCH METHODOLOGY IN MANAGEMENT: CURRENT PRACTICES, TRENDS, AND IMPLICATIONS FOR FUTURE RESEARCH. 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References

  • 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.32,408 cited
  • 1988Development and validation of brief measures of positive and negative affect: The PANAS scales.31,356 cited
  • 1991Emotion And Adaptation12,682 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
  • 2010Compassion: An evolutionary analysis and empirical review.2,199 cited
  • 2024Handbook of Research Methods in Social and Personality Psychology2,121 cited
  • 2014Best Practice Recommendations for Designing and Implementing Experimental Vignette Methodology Studies2,040 cited
  • 1983Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study1,808 cited
  • 2002Understanding Service Convenience1,613 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited

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1988
Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues
1,041 cited
  • 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
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    • 2021Consumer complaining behavior in hospitality management28 cited