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ANÁLISIS DEL COMPORTAMIENTO DE QUEJA DEL CONSUMIDOR: UNA INVESTIGACIÓN EXPLORATORIA EN EL CONTEXTO DE LOS RESTAURANTES /
Moliner Velázquez, B.; Berenguer Contrí, G.; Gil Saura, I. - In: Investigaciones Europeas de Dirección y Economía de … 14 (2008) 2, pp. 13-33
the variable that greater influence has on the compliant responses, whereas the level of dissatisfaction has the greater …
Persistent link: https://www.econbiz.de/10010565891
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The effects of customer dissatisfaction on switching behavior in the service sector
Cho, Yoon C.; Song, Juyeon - In: Journal of business & economics research 10 (2012) 10, pp. 579-591
Persistent link: https://www.econbiz.de/10009659212
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Exploring relationship among customer dissatisfaction, complaints, and loyalty in the virtualized environment : roles of advanced services
Cho, Yoon C. - In: International business and economics research journal 12 (2013) 11, pp. 1343-1360
Persistent link: https://www.econbiz.de/10010233767
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Justice, dissatisfaction, and public confidence in the e-governance
Cho, Yoon Cheong - 2014
administration. However, the relationship of perceived fairness, or justice, to dissatisfaction with electronic adoption in e …, dissatisfaction, willingness to complain, satisfaction with complaint handling, and public confidence in the context of e … justice, were positively associated with dissatisfaction, and the effects of interactional justice were stronger than those of …
Persistent link: https://www.econbiz.de/10012182241
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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/10014001657
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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
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Electronic Information Systems Usage by the Consumers' of Agro-Food Products for Expressing Complaints
Assimakopoulos, Costas - In: International Journal of Agricultural and Environmental … 9 (2018) 4, pp. 34-44
In this article, consumer dissatisfaction of agro-food products is studied. Specifically, the main reasons for … triggering dissatisfaction are identified and ranked. Additionally, the factors that affect consumer's complaining behavior is …
Persistent link: https://www.econbiz.de/10012042798
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Civility Matters
Vahie, Archna - 2011
While the proliferation of literature on the subject of growing incivility in society demonstrates the increasing importance given to civility by corporate America, there has been little academic investigation of the concept. The limited number of academic studies on civility reveals immense...
Persistent link: https://www.econbiz.de/10009480983
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Silent voices : nonbehavioral reactions to service failures
Ro, Heejung; Mattila, Anna S. - In: Services marketing quarterly 36 (2015) 2, pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
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Planning and implementing effective service guarantee programs
Berman, Barry; Mathur, Anil - In: Business horizons 57 (2014) 1, pp. 107-116
Persistent link: https://www.econbiz.de/10010243454