Search Results - subject:"complaint handling"

Successful complaint handling on social media predicts increased repurchase intention : the roles of trust in company and propensity to trust

Istanbulluoglu, Doga; Sakman, Ezgi - In: European management journal 42 (2024) 1, pp. 11-22

Persistent link: https://www.econbiz.de/10015052237

Justice and trustworthiness factors affecting customer loyalty with mediating role of satisfaction with complaint handling: Zalo OTT Vietnamese customer case

Quang, Nguyen Ngoc; Thuy, Dao Cam - In: Cogent Business & Management 10 (2023) 2, pp. 1-15

The main objective of this research is to expand the satisfaction with complaint handling theory to the OTT (Over The … role of satisfaction complaint handling. A quantitative online survey was conducted based on a questionnaire of 520 …, formulated hypotheses and the indirect relationships. Findings show that satisfaction with complaint handling is strongly …

Persistent link: https://www.econbiz.de/10014527641

Justice and trustworthiness factors affecting customer loyalty with mediating role of satisfaction with complaint handling : Zalo OTT Vietnamese customer case

Nguyen Ngoc Quang; Dao Cam Thuy - In: Cogent business & management 10 (2023) 2, pp. 1-15

Persistent link: https://www.econbiz.de/10014504902

Cultivating value creation

Davidow, Moshe - In: Journal of creating value 8 (2022) 1, pp. 58-70

Persistent link: https://www.econbiz.de/10014580999

Service failure handling and resilience amongst airlines in Nigeria

Awa, Hart Okorie; Nwobu, Chigbo A.; Igwe, Sunny R. - In: Cogent Business & Management 8 (2021) 1, pp. 1-22

Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint … handling depends on the operator's strategic position to timely anticipate and respond to customer dynamics in terms of what …

Persistent link: https://www.econbiz.de/10014001680

Service recovery process : the effects of distributive and informational justice on satisfaction over complaint handling

Badawi, Badawi; Hartati, Wiwi; Muslichah, Istyakara - In: Journal of Asian finance, economics and business : JAFEB 8 (2021) 1, pp. 375-383

Persistent link: https://www.econbiz.de/10012692343

Service failure handling and resilience amongst airlines in Nigeria

Awa, Hart Okorie; Nwobu, Chigbo A.; Igwe, Sunny R. - In: Cogent business & management 8 (2021) 1, pp. 1-22

Organizations build competitive advantage via managing, and learning from, service failure cases. Proficient complaint … handling depends on the operator’s strategic position to timely anticipate and respond to customer dynamics in terms of what …

Persistent link: https://www.econbiz.de/10012663781

Counteracting value destruction

Davidow, Moshe - In: Journal of creating value 6 (2020) 1, pp. 86-96

Persistent link: https://www.econbiz.de/10014580429

Influence of consumer complaints handling on consumer satisfaction in dairy milk processors in Kenya

Kabare, Ndung'u; Mwangi, Anne Wairimu; Wanjau, Kenneth - 2019

Persistent link: https://www.econbiz.de/10012144453

Online complaint handling practices: Company strategies and their effects upon post-complaint satisfaction

Schwab, Pierre-Nicolas - Centre Emile Bernheim, Solvay Brussels School of … - 2015

The present study aimed to examine (1) the nature of firms’ complaint-handling practices in an online double …-deviation context, and (2) the relationship between complaint-handling practices on the one hand and customer post … attributes of effective organizational complaint-handling. 523 naturally occurring exchanges between complainants and 179 firms …

Persistent link: https://www.econbiz.de/10011165733