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The right to be heard and to be understood : a conceptual framework for consumer protection in emerging economies
Donoghue, Suné; De Klerk, Helena M. - In: International journal of consumer studies 33 (2009) 4, pp. 456-467
Persistent link: https://www.econbiz.de/10003865173
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Determinants of customers' complaint intention : empirical study in the context of China's retail industry
Jin, Li Yin - In: Nankai business review international 1 (2010) 1, pp. 87-99
Persistent link: https://www.econbiz.de/10003971964
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Feedbackmanagement
Stauss, Bernd - In: Grundlagen des CRM : Strategie, Geschäftsprozesse und …, (pp. 441-473). 2011
Persistent link: https://www.econbiz.de/10008858200
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Fishing for compliments and complaints : the influence of solicited customer feedback and company acknowledgment on customer attitudes and intentions
Bone, Sterling A.; Lemon, Katherine N.; Liljenquist, … - In: MSI reports : working paper series (2009) 3, pp. 51-75
Persistent link: https://www.econbiz.de/10003950188
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Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien - In: Journal of service management 21 (2010) 2, pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
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When your best customers become your worst enemies : does time really heal all wounds?
Grégoire, Yany; Tripp, Thomas M.; Legoux, Renaud - In: GfK marketing intelligence review : Marketingforschung … 3 (2011) 1, pp. 26-35
Persistent link: https://www.econbiz.de/10009007733
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Effect of effort and deadlines on consumer product returns
Janakiraman, Narayan; Ordóñez, Lisa - In: Journal of consumer psychology : JCP : the official … 22 (2012) 2, pp. 260-271
Persistent link: https://www.econbiz.de/10009569967
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
Van Vaerenbergh, Yves; Larivière, Bart; Vermeir, Iris - In: Journal of service research : JSR 15 (2012) 3, pp. 262-279
Persistent link: https://www.econbiz.de/10009578293
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Customer bill of rights under no-fault service failure : confinement and compensation
Chen, Rachel R.; Gerstner, Eitan; Yang, Yinghui - In: Marketing science : the marketing journal of the … 31 (2012) 1, pp. 157-171
Persistent link: https://www.econbiz.de/10009511623
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The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui; Voss, Christopher A. - In: International journal of operations & production … 29 (2009) 8, pp. 834-864
Persistent link: https://www.econbiz.de/10009523754