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Consumer satisfaction, dissatisfaction, and complaining behavior : papers from a marketing research symposium, School of Business, Indiana University, Bloomington, April 20-22, 1977
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Consumer satisfaction, dissatisfaction, and complaining behavior : papers from a marketing research symposium, School of Business, Indiana University, Bloomington, April 20-22, 1977 (1977)Consumer satisfaction, dissatisfaction, a…Service Failure and Service Recovery in Tourism: A Review (2014)Service Failure and Service R…Voyage of marketing thought from a barter system to a customer centric one (2009)Voyage of marketing thought f…CAUSES AND OUTCOMES OF ONLINE CUSTOMER COMPLAINING BEHAVIOR: IMPLICATIONS FOR CUSTOMER RELATIONSHIP MANAGEMENT (CRM) (2001)CAUSES AND OUTCOMES OF ONLINE…A cross-cultural study of consumer complaining behavior: VCR owners in the U.S. and Puerto Rico (1991)A cross-cultural study of con…Increasing the Organizational Influence of Corporate Consumer Affairs Departments (1981)Increasing the Organizational…Industrial buyer complaining behavior (1980)Industrial buyer complaining …Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Consumer vulnerability and complaint handling: Challenges, opportunities and dispute system design (2017)Voicing out or switching away? A psychological climate perspective on customers’ intentional responses to service failure (2019)Is traditional marketing mix still suitable for hotel banquets? An empirical study of banquet marketing in five-star hotels (2022)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Culture's Consequences: International Differences in Work-Related Values (1981)Culture's Consequences: International Differences in Work-Related Values. (1983)International student complaint behaviour: how do East Asian students complain to their university? (2010)The impact of the antecedents of relationship development on Thai and Australian resort hotels guests (2013)The impact of cultural dimensions on customer complaint behaviours: an exploratory study in Antalya/Manavgat tourism region (2018)The Bureaucratic Phenomenon. (1965)The Bureaucratic Phenomenon (2017)Do they see the signs? Organizational response behavior to customer complaint messages (2021)Value co-creation in shared mobility: The case of carpooling in China (2024)Advances in Consumer Research (2025)Firm Resources and Sustained Competitive Advantage (1991)The Commitment-Trust Theory of Relationship Marketing (1994)Firm resources and sustained competitive advantage (2004)Industrial buying and creative marketing (1967)A General Model for Understanding Organizational Buying Behavior (1972)Marketing Management: Analysis, Planning and Control (1973)A methodology to map customer complaints and measure customer satisfaction and loyalty (2013)The challenges of long‐distance relationships: the effects of psychological distance between service provider and consumer on the efforts to recover from service failure (2013)A Theory of Cognitive Dissonance (2017)When Social Media Delivers Customer Service: Differential Customer Treatment in the Airline Industry1 (2018)
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  • 2001CAUSES AND OUTCOMES OF ONLINE CUSTOMER COMPLAINING BEHAVIOR: IMPLICATIONS FOR CUSTOMER RELATIONSHIP MANAGEMENT (CRM)37 cited
  • 1991A cross-cultural study of consumer complaining behavior: VCR owners in the U.S. and Puerto Rico35 cited
  • 2014Service Failure and Service Recovery in Tourism: A Review29 cited
  • 1981Increasing the Organizational Influence of Corporate Consumer Affairs Departments24 cited
  • 1980Industrial buyer complaining behavior18 cited
  • 2009Voyage of marketing thought from a barter system to a customer centric one12 cited

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