SZodixStudyAcademic Library

Shelves Open access

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

Is service recovery of equal importance for private vs public complainers? · Study

ArticleShelves

ArticleIs service recovery of equal importance for private vs public complainers?

Mathieu Béal2022

OA

Articlebronze2022

Is service recovery of equal importance for private vs public complainers?

Mathieu Béal · Anshu Suri · Nguyen Nguyen · Yany Grégoire · Sylvain Sénécal

20 citations·0/0 files stored·Journal of Business Research

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Digital Marketing and Social Media Service and Product Innovation

Abstract

No abstract was published for this record.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 20 citations exist upstream.

References

1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 2014Word of mouth and interpersonal communication: A review and directions for future research 2010The Impact of New Media on Customer Relationships 2009The role of overall justice judgments in organizational justice research: A test of mediation.2003How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study 2006Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites 2001The effectiveness of service recovery in a multi‐industry setting

Related works

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

2023Service failure and service recovery: A hybrid review and research agendaarticle · 13 shared references 2020Intellectual structure of consumer complaining behavior (CCB) research: A bibliometric analysisarticle · 11 shared references 2019Profiling (un-)committed online complainants: Their characteristics and post-webcare reactionsarticle · 9 shared references 2022Relationship quality matters: How restaurant businesses can optimize complaint managementarticle · 9 shared references 2018How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responsesarticle · 8 shared references 2022Complaint De-Escalation Strategies on Social Mediaarticle · 8 shared references

Details

Year2022

Typearticle

Published2022-09-01

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations20

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/j.jbusres.2022.08.049

openalex_workW4294091025

Links

Imported from OpenAlex (CC0) — nothing here is generated.