Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Forrest V. Morgeson, III, G. Tomas M. Hult, Sunil Mithas, Timothy Keiningham, and Claes Fornell
| Year of publication: |
2020
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|---|---|
| Authors: | Morgeson, Forrest V., III. ; Hult, G. Tomas M. ; Mithas, Sunil ; Keiningham, Timothy ; Fornell, Claes |
| Published in: |
Journal of marketing. - Thousand Oaks, CA : Sage Publishing, ISSN 1547-7185, ZDB-ID 2052318-X. - Vol. 84.2020, 5, p. 79-99
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| Subject: | customer complaint behavior | complaint recovery | customer loyalty | complaint management incentives | exit-voice-loyalty theory | customer satisfaction | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenbindung | Customer retention |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/0022242920929029 [DOI] 10.1177%2F0022242920929029 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012271494