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The Effects of Post-Purchase Evaluation Factors on Online Vs. Offline Customer Complaining Behavior: Implications For Customer Loyalty
0 references·16 citing·53 second hopsampled
The Effects of Post-Purchase Evaluation Factors on Online Vs. Offline Customer Complaining Behavior: Implications For Customer Loyalty (2002)The Effects of Post-Purchase Evaluation F…A matter of value? Predicting channel preference and multichannel behaviors in retail (2020)A matter of value? Predicting…Online customer experience in e-retailing: implications for web entrepreneurship (2019)Online customer experience in…Influence of Firm’s Recovery Endeavors upon Privacy Breach on Online Customer Behavior (2016)Influence of Firm’s Recovery …Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet (2014)Effects of complaint behaviou…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)The challenges of long‐distan…Online shopping delivery delay: Finding a psychological recovery strategy by online consumer experiences (2013)Online shopping delivery dela…Online Buying Behavior and Perceived Trustworthiness (2013)Online Buying Behavior and Pe…Investigation of the relationship between service values and loyalty behaviors under high commitment (2012)Investigation of the relation…When Students Complain (2011)When Students ComplainConsumer complaint channel choice in online and offline purchases (2011)Consumer complaint channel ch…e‐Service quality: overview and research agenda (2009)e‐Service quality: overview a…Complaint management expectations: An online laddering analysis of small versus large firms (2009)Complaint management expectat…Service failures and complaints in the family travel market: a justice dimension approach (2008)Service failures and complain…Do Mobile CRM Services Appeal to Loyalty Program Customers? (2007)Do Mobile CRM Services Appeal…Quality and Reliability Problems from a Consumer's Perspective: an Increasing Problem Overlooked by Businesses? 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The Effects of COVID-19 on Channel Integration and Digital Transformation of Large Clothing and Apparel Retailers in Spain (2022)Factors of customers’ channel choice in an omnichannel environment: a systematic literature review (2022)Investigation to determine elements influencing customer's satisfaction in the B2C electronic retailing marketplaces (2021)Measuring the Impact of Online Reviews on Consumer Purchase Decisions – a Scale Development Study (2022)Gravitating exogenous shocks to the next normal through entrepreneurial coopetive interactions: A PLS-SEM and fsQCA approach (2023)
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  • 2016Influence of Firm’s Recovery Endeavors upon Privacy Breach on Online Customer Behavior87 cited
  • 2006Quality and Reliability Problems from a Consumer's Perspective: an Increasing Problem Overlooked by Businesses?85 cited
  • 2013Online shopping delivery delay: Finding a psychological recovery strategy by online consumer experiences84 cited
  • 2011Consumer complaint channel choice in online and offline purchases77 cited
  • 2019Online customer experience in e-retailing: implications for web entrepreneurship70 cited
  • 2003The impact of product category on customer dissatisfaction in cyberspace61 cited
  • 2014Effects of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase on the internet60 cited
  • 2009Complaint management expectations: An online laddering analysis of small versus large firms53 cited
  • 2009e‐Service quality: overview and research agenda48 cited
  • 2020A matter of value? Predicting channel preference and multichannel behaviors in retail42 cited
  • 2011When Students Complain39 cited
  • 2008Service failures and complaints in the family travel market: a justice dimension approach38 cited
  • 2007Do Mobile CRM Services Appeal to Loyalty Program Customers?36 cited
  • 2013

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The challenges of long‐distance relationships: the effects of psychological distance between service provider and consumer on the efforts to recover from service failure
35 cited
  • 2012Investigation of the relationship between service values and loyalty behaviors under high commitment27 cited
  • 2013Online Buying Behavior and Perceived Trustworthiness26 cited