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Toward zero faults in passenger flights : a proposed framework

Barkai, Ofer; Harison, Elad - In: Review of business information systems 17 (2013) 3, pp. 109-116

Persistent link: https://www.econbiz.de/10009792575

First step in social media : measuring the influence of online management responses on customer satisfaction

Gu, Bin; Ye, Qiang - In: Production and operations management : an international … 23 (2014) 4, pp. 570-582

Persistent link: https://www.econbiz.de/10010364045

The revitalising effect of ISO 9001 on dissatisfied customers

Petnji Yaya, Luc Honore; Marimon, Frederic; Casadesús, … - In: Total quality management & business excellence : an … 25 (2014) 8, pp. 856-864

Persistent link: https://www.econbiz.de/10010393804

Impact of service recovery, customer satisfaction, and corporate image on customer loyalty

Zaid, Sudirman; Palilati, Alida; Madjid, Rahmat; Bua, … - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 961-970

Persistent link: https://www.econbiz.de/10012692597

Customer satisfaction with complaint responses under the moderation of involvement

Awa, Hart Okorie; Ikwor, Nnachi K.; Ademe, Doris G. - In: Cogent business & management 8 (2021) 1, pp. 1-20

Organizations build competitive advantage when they design recovery framework with recourse to disgusted customers, given that no two failure experiences are the same. This paper proposed a framework that links user-involvement to customer satisfaction with five complaint response instruments,...

Persistent link: https://www.econbiz.de/10012661344

Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship

Morgeson, Forrest V., III.; Hult, G. Tomas M.; Mithas, Sunil - In: Journal of marketing 84 (2020) 5, pp. 79-99

Persistent link: https://www.econbiz.de/10012271494

Customers experience and problem resolutions in retail banking : some empirical evidence from Italian banking

Malinconico, Antonella; Fuccio, Nathalie - In: International journal of financial innovation in … 1 (2016) 1/2, pp. 109-126

Persistent link: https://www.econbiz.de/10011668563

Which communities complain to policymakers? : evidence from consumer sentinel

Raval, Devesh - 2018

Persistent link: https://www.econbiz.de/10011936004

Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms

Shooshtari, Nader H.; Stan, Simona; Clouse, Shawn F. - In: Services marketing quarterly 39 (2018) 3, pp. 225-239

Persistent link: https://www.econbiz.de/10011940195

Blue and red voices : effects of political ideology on consumers' complaining and disputing behavior

Jung, Kiju; Garbarino, Ellen; Briley, Donnel A.; … - In: Journal of consumer research : JCR ; an … 44 (2017) 3, pp. 477-499

Persistent link: https://www.econbiz.de/10011755242