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Consumer Complaints: Advice on How Companies Should Respond Based on an Empirical Study
Clark, Gary L.; Kaminski, Peter F.; Rink, David R. - In: Journal of Consumer Marketing 9 (1992) 3, pp. 5-14
Reports on a study to investigate the impact of customer satisfaction of different types of company responses to letters of complaint. Considers the effects on consumers of various defensive marketing strategies: letter and free good, letter only, and no response. Surmises that the results...
Persistent link: https://www.econbiz.de/10014849054
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The Tarnished Image
Hogan Henthorne, Beth; Henthorne, Tony L. - In: Journal of Consumer Marketing 11 (1994) 3, pp. 44-54
The impact of negative publicity on health services organizations can be severe and wide ranging. Being able to cope effectively with, and minimize, the impact of negative publicity should be an important consideration for all care providers. Reviews the typical causes of egative publicity and...
Persistent link: https://www.econbiz.de/10014849108
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Identifying Consumer Dissatisfaction Response Styles: An Agenda for Future Research
Singh, Jagdip - In: European Journal of Marketing 24 (1990) 6, pp. 55-72
The study of consumer complaint behaviours (CCB) and other dissatisfaction responses is an important economic activity with implications for brand loyalty and switching, market feedback mechanisms and consumer welfare. Previous research is examined, namely how consumers respond to...
Persistent link: https://www.econbiz.de/10014722973
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The Economic Determinants of Consumer Complaints
Morris, David; Reeson, David - In: European Journal of Marketing 12 (1978) 4, pp. 275>-282
Spotlights consumer complaints as an important signalling device — government action is undertaken as a result of them … likely to be involved in more complaints than other purchases. Determines that consumer complaints, therefore, are an … complaints have attracted little attention in the marketing, management and economics literature (this omission is much more …
Persistent link: https://www.econbiz.de/10014725146
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Keep your customers happy and your competition will slowly fade away
Ovenden, Anthony - In: The TQM Magazine 7 (1995) 1, pp. 46-49
competitor. Formal complaints from customers are rare, and when one arises it may already be too late to retain that customer …
Persistent link: https://www.econbiz.de/10015033397