Purpose – The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that complaining by dissatisfied consumers would increase if only firms would make it easier to complain....

Purpose – The purpose of this paper is to extend research on customer loyalty status, external equity, and satisfaction with service recovery. Most people accept that firms give special treatment to their “best” customers; but after service failures, will they accept firms' offering better...

This article investigates how engaging in a merger moderates the joint impact of a firm's achievement of dual goals of customer satisfaction and firm efficiency on a firm's long-term financial performance. Many prominent firms grow through mergers. Recent examples in the services context include...