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Anger, catharsis, and purchasing behavior following aggressive customer complaints

Bennett, Roger - In: Journal of Consumer Marketing 14 (1997) 2, pp. 156-172

purchasing of angry customer complaints. Aggressive complaining frequently led to the psychologically gratifying relief of …

Persistent link: https://www.econbiz.de/10014849172

Dissatisfied consumers who complain to the Better Business Bureau

Fisher, James E.; Garrett, Dennis E.; Arnold, Mark J.; … - In: Journal of Consumer Marketing 16 (1999) 6, pp. 576-589

Bureau (BBB). Therefore, interviews were conducted with dissatisfied consumers who filed complaints with the BBB against …

Persistent link: https://www.econbiz.de/10014849258

Consumer Evaluations of Responses to Complaints: What’s Fair and Why

Goodwin, Cathy; Ross, Ivan - In: Journal of Consumer Marketing 7 (1990) 2, pp. 39-47

fairness and how marketers can best satisfy complainers. Concludes that firms need to have complaints procedures which …

Persistent link: https://www.econbiz.de/10014849476

Complaint resolution management expectations in an asymmetric business‐to‐business context

Gruber, Thorsten; Henneberg, Stephan C.; Ashnai, Bahar; … - In: Journal of Business & Industrial Marketing 25 (2010) 5, pp. 360-371

Purpose – The purpose of this paper is to gain a deeper understanding of the attributes of effective complaint management in business‐to‐business relationships, and to reveal the underlying benefits that buying organizations are looking for when complaining. Design/methodology/approach –...

Persistent link: https://www.econbiz.de/10014843023

The perceived effectiveness of marketer responses to industrial buyer complaints: suggestions for improved vendor performance and customer loyalty

Hansen, Scott W.; Swan, John E.; Powers, Thomas L. - In: Journal of Business & Industrial Marketing 11 (1996) 1, pp. 77-89

different types of complaints from the buyer. …

Persistent link: https://www.econbiz.de/10014843285

Power as a predictor of industrial complaining styles in a buyer/seller relationship: the buyer’s perspective

Hansen, Scott W. - In: Journal of Business & Industrial Marketing 12 (1997) 2, pp. 134-148

existing customer base. Careful consideration and evaluation of customer complaints are essential to this concern. An … industrial marketer must develop appropriate policies and procedures for responding to buyer complaints to reduce the probability …

Persistent link: https://www.econbiz.de/10014843312

Crossing the divide: the role of inspection units in protecting vulnerable adults

Stein, June; Brown, Hilary - In: The Journal of Adult Protection 3 (2001) 1, pp. 25-34

The registration and inspection of residential care services for vulnerable adults rests with local government but in 2002 responsibility passes to the new Commission for Care Standards. This paper looks at how inspection units understand and respond to adult protection issues, considers how...

Persistent link: https://www.econbiz.de/10014840934

An inspector calls: adult protection in the context of the NSFOP review

Manthorpe, Jill; Cornes, Michelle; Moriarty, Jo; … - In: The Journal of Adult Protection 9 (2007) 1, pp. 4-14

report concerns, but that older people and their families weigh up the decision to make complaints carefully. Questions are …

Persistent link: https://www.econbiz.de/10014841110

E‐business complaint management: perceptions and perspectives of online credibility

Breitsohl, Jan; Khammash, Marwan; Griffiths, Gareth - In: Journal of Enterprise Information Management 23 (2010) 5, pp. 653-660

Purpose – The purpose of this paper is to investigate public online consumer complaint responses from three different perspectives: the complainer, the company and third party consumers. Consumer complaint behaviour and management has been studied in various streams of literature, yet the...

Persistent link: https://www.econbiz.de/10014859807

Complaints procedures in local government

Brennan, Carol; Douglas, Alex - In: International Journal of Public Sector Management 15 (2002) 3, pp. 219-236

Recently, the British Standards Institution (BSI) issued a new standard: BS 8600:1999 Complaints Management Systems … local government services, the problems begin with knowing how to gain access to the complaints system. In the public sector … that will allow customers to access the complaints system. This paper develops a framework for an effective customer …

Persistent link: https://www.econbiz.de/10014798698