Search Results - subject:"complaint management"

Unpacking the art of customer complaint handling in Spanish and British telecom emails : a cross-cultural webcare study with a human touch

Van Herck, Rebecca; Vangehuchten, Lieve - In: International journal of business communication : IJBC … 61 (2024) 1, pp. 115-147

Persistent link: https://www.econbiz.de/10014635472

Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters

Arsenovic, Jasenko; Edvardsson, Bo; Otterbring, Tobias; … - In: Marketing letters : a journal of research in marketing 34 (2023) 1, pp. 69-82

Persistent link: https://www.econbiz.de/10014265992

How effective complaint management affects customer retention : the case of group-buying site grouper.mk

Angelovska, Nina; Josimovski, Sasho; Pulevska … - In: Management : journal of contemporary management issues 27 (2022) 1, pp. 151-166

Persistent link: https://www.econbiz.de/10013502522

Service failure recovery on customer recovery satisfaction and attitude loyalty for airline industry : the moderating effect of brand authenticity

Van Dat Tran - In: Cogent business & management 11 (2024) 1, pp. 1-15

The study aims to investigate the relationship between service failure recovery, customer recovery satisfaction, and attitude loyalty for airline industry. The author propose an experimentally determined model of service recovery based on the function of brand authenticity as a moderator in this...

Persistent link: https://www.econbiz.de/10014534549

The role of customer relationship vulnerability in service recovery

Cénophat, Sadrac; Eisend, Martin; Bayón, Tomás; … - In: Journal of service research 27 (2024) 2, pp. 283-301

Persistent link: https://www.econbiz.de/10014580442

The value of complaints mechanisms in the private labour regulation of GVCs : a case study of the Fair Labor Association

Harrison, James; Parejo, Margarita; Wielga, Mark - In: International labour review 163 (2024) 1, pp. 73-94

Persistent link: https://www.econbiz.de/10014486776

Indonesian consumer complaint behavior : the role of information seeking, knowledge, purchase behavior, and tendency to talk

Yuliati, Lilik Noor; Simanjuntak, Megawati - In: Global business and finance review 29 (2024) 1, pp. 57-71

Purpose: This study aimed to determine the effect of information-seeking, knowledge, purchasing behavior, and word-of-mouth on complaint behavior. Design/methodology/approach: This study was conducted in rural and urban areas of 28 provinces in Indonesia. The respondents in this study are...

Persistent link: https://www.econbiz.de/10014490877

Successful complaint handling on social media predicts increased repurchase intention : the roles of trust in company and propensity to trust

Istanbulluoglu, Doga; Sakman, Ezgi - In: European management journal 42 (2024) 1, pp. 11-22

Persistent link: https://www.econbiz.de/10015052237

Determinants of customer recovery in retail banking : lessons from a German banking case study

Hübner, Felix; Herberger, Tim; Charifzadeh, Michel - In: Journal of financial services marketing 29 (2024) 3, pp. 655-682

Persistent link: https://www.econbiz.de/10015061253

Corporate good deed and service failure : does being good lead to forgiveness?

Chia Yen Yang; Tjiptono, Fandy; Lee, Christina Kwai Choi; … - In: Journal of hospitality marketing & management 33 (2024) 8, pp. 1040-1070

Persistent link: https://www.econbiz.de/10015084025

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