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Complainers versus non-complainers retaliatory responses towards service dissatisfactions
School of Marketing
The paper aims to investigate the different forms of retaliatory responses towards dissatisfactory service encounters experienced by Australian consumers. It further compares demographic and psychographic profiles of complainers versus non-complainers. 1200 mail surveys were sent out through a...
Persistent link: https://www.econbiz.de/10009434961
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Beyond exit and voice : developing an integrated taxonomy of consumer complaining behaviour
Istanbulluoglu, Doga; Leek, Sheena; Szmigin, Isabelle - In: European journal of marketing : EJM 51 (2017) 5/6, pp. 1109-1128
Persistent link: https://www.econbiz.de/10011708896
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Beyond exit and voice: developing an integrated taxonomy of consumer complaining behaviour
Istanbulluoglu, Doga; Leek, Sheena; Szmigin, Isabelle T. - In: European Journal of Marketing 51 (2017) 5/6, pp. 1109-1128
companies in their attempts to deal with complaints (i.e. audience and amount of information available). Practical implications … feedback, to improve their product/service and to retain customers through satisfactorily addressing their complaints …
Persistent link: https://www.econbiz.de/10014723798
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Why some call the "worst" what most consider the "best"? : an analysis of tourist complaints at the wonders of the world
Mellinas, Juan Pedro; Martin-Fuentes, Eva; … - In: Journal of hospitality and tourism insights 7 (2024) 4, pp. 2014-2032
Persistent link: https://www.econbiz.de/10015053190