Works matching DE "CONSUMER complaint management"

Results: 52

RESOLVING COMPLAINTS IN ONLINE SHOPPING.

Published in:

EMIT: Economics, Management, Information, Technology, 2013, v. 2, n. 3, p. 106

By:

Završnik, Bruno

Publication type:

Article

Valuing the prevention of elder abuse.

Published in:

Applied Economics, 2015, v. 47, n. 58, p. 6362, doi. 10.1080/00036846.2015.1071471

By:

Brent, Robert J.

Publication type:

Article

Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior.

Published in:

Journal of Service Research, 2011, v. 14, n. 4, p. 410, doi. 10.1177/1094670511423956

By:

Evanschitzky, Heiner;
Brock, Christian;
Blut, Markus

Publication type:

Article

A Meta-Analysis of Organizational Complaint Handling and Customer Responses.

Published in:

Journal of Service Research, 2011, v. 14, n. 1, p. 24, doi. 10.1177/1094670510387914

By:

Gelbrich, Katja;
Roschk, Holger

Publication type:

Article

Financial Consumer Protection and the Cost of Financial Intermediation: Evidence from Advanced and Developing Economies.

Published in:

Management Science, 2018, v. 64, n. 2, p. 902, doi. 10.1287/mnsc.2016.2585

By:

Pasiouras, Fotios

Publication type:

Article

Consumer Complaint Handling in an Advanced Developing Economy: An Empirical Investigation.

Published in:

Journal of Business Ethics, 1992, v. 11, n. 11, p. 813, doi. 10.1007/BF00872359

By:

Kaynak, Erdner;
Kucukemiroglu, Orsay;
Odabasi, Yavuz

Publication type:

Article

Complaints-handling processes and organisational benefits: An ISO 10002-based investigation.

Published in:

Journal of Marketing Management, 2012, v. 28, n. 9-10, p. 1021, doi. 10.1080/0267257X.2011.615335

By:

Ang, Lawrence;
Buttle, Francis

Publication type:

Article

Analysis of the role of complaint management in the context of relationship marketing.

Published in:

Journal of Marketing Management, 2011, v. 27, n. 1-2, p. 143, doi. 10.1080/02672571003719088

By:

Álvarez, Leticia Suárez;
Casielles, Rodolfo Vázquez;
Martín, Ana María Díaz

Publication type:

Article

The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters.

Published in:

Journal of Marketing Management, 2006, v. 22, n. 5-6, p. 619, doi. 10.1362/026725706777978721

By:

Gruber, Thorsten;
Szmigin, Isabelle;
Voss, Roediger

Publication type:

Article

Consumer Affairs Responses to Unsolicited Customer Compliments.

Published in:

Journal of Marketing Management, 2001, v. 17, n. 3-4, p. 321

By:

Erickson, G. Scoff;
Eckrich, Donald W.

Publication type:

Article

They forgot me! The exclusionary effects among complaining consumers when others receive a response.

Published in:

Psychology & Marketing, 2024, v. 41, n. 11, p. 2741, doi. 10.1002/mar.22080

By:

Ben, Zhiying;
Shukla, Paurav

Publication type:

Article

Consumer Experiences Calling Toll-Free Corporate Hotlines.

Published in:

Journal of Business Communication, 1994, v. 31, n. 3, p. 195, doi. 10.1177/002194369403100303

By:

Martin, Charles L.;
Smart, Denise T.

Publication type:

Article

How Do I Respond to Customer Complaints When I Can't Find Anything Wrong?

Published in:

Opflow Online, 2012, v. 38, n. 3, p. 6, doi. 10.5991/OPF.2012.38.0018

By:

LAUER, WILLIAM C.

Publication type:

Article

SELF-REGULATION OF ADVERTISING IN TURKEY: THE ROLE OF CHANGING INDUSTRY DYNAMICS.

Published in:

Journal of Yaşar University / Yaşar Üniversitesi E-Dergisi, 2012, v. 7, n. 25, p. 4307

By:

HESAPCI SANAKTEKİN, Özlem;
ASLANBAY, Yonca;
GORGULU, Vehbi

Publication type:

Article

Online Consumer Complaint Behaviors: The Dynamics of Service Failures, Consumers' Word of Mouth, and Organization-Consumer Relationships.

Published in:

International Journal of Strategic Communication, 2012, v. 6, n. 1, p. 59, doi. 10.1080/1553118X.2011.634871

By:

Bach, SeungB.;
Kim, Soojin

Publication type:

Article

Understanding and managing complaints in practice.

Published in:

British Dental Nurses Journal, 2015, v. 76, n. 1, p. 30

By:

RYAN, DEBORAH

Publication type:

Article

SKELETONS IN THE DATABASE: AN EARLY ANALYSIS OF THE CFPB'S CONSUMER COMPLAINTS.

Published in:

Fordham Journal of Corporate & Financial Law, 2014, v. 19, n. 2, p. 343

By:

Ayres, Ian;
Lingwall, Jeff;
Steinway, Sonia

Publication type:

Article

THE IMPLICATIONS OF THIRD-PARTY CUSTOMER COMPLAINING FOR ADVERTISING EFFORTS.

Published in:

Journal of Advertising, 2010, v. 39, n. 2, p. 21, doi. 10.2753/JOA0091-3367390202

By:

Cronin, Jr., J. Joseph;
Fox, Gavin L.

Publication type:

Article

My penny's worth.

Published in:

2015

By:

Hattingh, Joggie

Publication type:

Opinion

WHY PROCESS COMPLAINTS? THEN AND NOW.

Published in:

Temple Law Review, 2015, v. 87, n. 4, p. 895

By:

Littwin, Angela

Publication type:

Article

Complaint De-Escalation Strategies on Social Media.

Published in:

Journal of Marketing, 2023, v. 87, n. 2, p. 210, doi. 10.1177/00222429221119977

By:

Herhausen, Dennis;
Grewal, Lauren;
Cummings, Krista Hill;
Roggeveen, Anne L.;
Villarroel Ordenes, Francisco;
Grewal, Dhruv

Publication type:

Article

How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach.

Published in:

Journal of Marketing, 2005, v. 69, n. 3, p. 95, doi. 10.1509/jmkg.69.3.95.66367

By:

Homburg, Christian;
Fürst, Andreas

Publication type:

Article

Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling.

Published in:

Journal of Marketing, 2003, v. 67, n. 1, p. 46, doi. 10.1509/jmkg.67.1.46.18591

By:

Maxham III, James G.;
Netemeyer, Richard G.

Publication type:

Article

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing.

Published in:

Journal of Marketing, 1998, v. 62, n. 2, p. 60, doi. 10.1177/002224299806200205

By:

Tax, Stephen S.;
Brown, Stephen W.;
Chandrashekaran, Murali

Publication type:

Article

The Vicious Circle of Consumer Complaints.

Published in:

Journal of Marketing, 1984, v. 48, n. 3, p. 68, doi. 10.1177/002224298404800307

By:

Fornell, Claes;
Westbrook, Robert A.

Publication type:

Article

Consumer Complaints and Managerial Response: A Holistic Approach.

Published in:

Journal of Marketing, 1983, v. 47, n. 1, p. 86, doi. 10.1177/002224298304700109

By:

Resnik, Alan J.;
Harmon, Robert R.

Publication type:

Article

Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study.

Published in:

Journal of Marketing, 1983, v. 47, n. 1, p. 68, doi. 10.1177/002224298304700107

By:

Richins, Marsha L.

Publication type:

Article

Warranty and Complaint Policies: An Opportunity for Marketing Management.

Published in:

Journal of Marketing, 1975, v. 39, n. 2, p. 36, doi. 10.2307/1250113

By:

Kendall, C. L.;
Russ, Frederick A.

Publication type:

Article

Guidelines for Warranty Service after Sale.

Published in:

Journal of Marketing, 1970, v. 34, n. 1, p. 63, doi. 10.2307/1250297

By:

Fisk, George

Publication type:

Article

Ombudsman complaints: Better complaints handling.

Published in:

2016

By:

Baguley, John

Publication type:

Opinion

Corporate Grievance Communication.

Published in:

Journal of Business Communication, 1975, v. 13, n. 1, p. 51, doi. 10.1177/002194367501300106

By:

Cosenza, Robert M.;
Mears, Peter M.

Publication type:

Article

Analiza in razvoj algoritma za reševanje pritožb potrošnikov.

Published in:

Tekstilec, 2014, v. 57, n. 1, p. 12, doi. 10.14502/Tekstilec2014.57.12-31

By:

Urška Stankovič Elesini;
Kodarin, Sabina;
Jože Urankar;
Potočnik, Andreja;
Primož Weingerl

Publication type:

Article

The Effect of Family-Work and Work-Family Conflict on Call Center Workers' Emotional Exhaustion With Person-Job Fit as Antecedent.

Published in:

Revista CEA, 2020, v. 6, n. 12, p. 69, doi. 10.22430/24223182.1616

By:

Lestari, Elissa Dwi;
Yuwono, Miranti Kusuma

Publication type:

Article

Understanding and Influencing Consumer Complaint Behavior: Improving Organizational Complaint Management.

Published in:

Advances in Consumer Research, 1997, v. 24, n. 1, p. 450

By:

Davidow, Moshe;
Dacin, Peter A.

Publication type:

Article

A Cross-Cultural Comparison of Business Complaint Management Expectations.

Published in:

Journal of Marketing Theory & Practice, 2015, v. 23, n. 3, p. 254, doi. 10.1080/10696679.2015.1032392

By:

Henneberg, Stephan C.;
Gruber, Thorsten;
Reppel, Alexander;
Naudé, Peter;
Ashnai, Bahar;
Huber, Frank;
Chowdhury, Ilma Nur

Publication type:

Article

A Manager's Guide to Complaint Management.

Published in:

2018, isbn. 9781609074084

By:

Davidow, Moshe

Publication type:

Abstract

Communicating with Dissatisfied Customers about a Service Failure: The Role of Relational Continuity.

Published in:

2016, isbn. 9781609074084

By:

Kyeong Sam Min;
Jae Min Jung;
Kisang Ryu;
Haugtvedt, Curtis;
Mahesh, Sathiadev

Publication type:

Abstract

LOYALTY AND ITS INFLUENCE ON COMPLAINING BEHAVIOR AND SERVICE RECOVERY SATISFACTION.

Published in:

Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 2009, v. 22, p. 21

By:

Ashley, Christy;
Varki, Sajeev

Publication type:

Article

HOW RETAILERS HANDLE COMPLAINT MANAGEMENT.

Published in:

Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 2009, v. 22, p. 1

By:

Hansen, Torben;
Wilke, Ricky;
Zaichkowsky, Judith Lynne

Publication type:

Article

Emergency Response.

Published in:

Quality Progress, 2016, v. 49, n. 11, p. 64

By:

KOHART, TIM

Publication type:

Article

East Meets West: Helping China Develop It's Insurance Regulatory Program.

Published in:

Journal of Insurance Regulation, 2002, v. 21, n. 1, p. 87

By:

Mirel, Larry

Publication type:

Article

Best-practice complaint management.

Published in:

Academy of Management Executive, 2002, v. 16, n. 4, p. 145, doi. 10.5465/AME.2002.8951342

By:

Johnston, Robert;
Mehra, Sandy

Publication type:

Article

Complaint Department.

Published in:

Quality Progress, 2011, v. 44, n. 7, p. 59

By:

Hare, Lynne B.

Publication type:

Article

Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis.

Published in:

Journal of Marketing Research (JMR), 1987, v. 24, n. 4, p. 337, doi. 10.2307/3151381

By:

Fornell, Claes;
Wernerfelt, Birger

Publication type:

Article

Selected Determinants of Consumer Satisfaction and Complaint Reports.

Published in:

Journal of Marketing Research (JMR), 1983, v. 20, n. 1, p. 21, doi. 10.2307/3151408

By:

Bearden, William O.;
Teel, Jesse E.

Publication type:

Article

A Method to Detect Specific Causes of Consumer Complaints.

Published in:

Journal of Marketing Research (JMR), 1964, v. 1, n. 3, p. 63, doi. 10.2307/3150059

By:

Namias, Jean

Publication type:

Article

The POWER of Complaints.

Published in:

Management Review, 1999, v. 88, n. 7, p. 31

By:

Harari, Oren

Publication type:

Article

CALLING ON THE CFPB FOR HELP: TELLING STORIES AND CONSUMER PROTECTION.

Published in:

Law & Contemporary Problems, 2017, v. 80, n. 3, p. 177

By:

FOOHEY, PAMELA

Publication type:

Article

ANALYSIS OF COMPLAINT PROBLEM SOLVING PROCESS TO SUPPORT SMART DEVELOPMENT IN AN AUTOMOTIVE COMPANY.

Published in:

Management Systems in Production Engineering, 2015, v. 20, n. 4, p. 237, doi. 10.12914/MSPE-09-04-2015

By:

SZCZERBA, Beata;
BIAŁECKA, Barbara

Publication type:

Article

FACTORS INFLUENCING ORGANIZATIONAL RESPONSES TO GUEST COMPLAINTS Cases of Hong Kong and North Cyprus.

Published in:

Estudios y Perspectivas en Turismo, 2011, v. 20, n. 5, p. 673

By:

Ekiz, Erdogan H.;
Khoo-Lattimore, Catheryn

Publication type:

Article