New customer technology environments are magical worlds. With the rise of virtual reality, augmented reality, the internet of things and more, customers are more engaged, more involved, and easier to reach than ever ; while being inundated with increasing amounts of marketing material. How can...

Managers know that customers’ overall service quality perception and positive behavioral intentions toward the service provider are influenced strongly by effective complaint management. In this paper, we provide and test an explanation for how complaint management influences overall service...