Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and...

Purpose – The purpose of this paper is to focus on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters. Design/methodology/approach – Following a literature review of complaint satisfaction and...

Purpose – The purpose of this paper is to develop an integrated model to comprehensively understand the determinants of customers' intention to complain to firms and their effects on complaint intentions. Design/methodology/approach – The research adopted a systematic sampling method and...