Showing 1 - 10 of 47
We examine the impact of two key constructs, information control and tie strength, on consumers’ likelihood of complaining following service failures. We report convergent results from three types of studies — an experiment, a survey, and secondary data. In the first study, tie strength and...
Persistent link: https://www.econbiz.de/10014152875
Purpose – The purpose of this paper is to extend research on customer loyalty status, external equity, and satisfaction with service recovery. Most people accept that firms give special treatment to their “best” customers; but after service failures, will they accept firms' offering better...
Persistent link: https://www.econbiz.de/10014905291
Purpose – The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that complaining by dissatisfied consumers would increase if only firms would make it easier to complain....
Persistent link: https://www.econbiz.de/10014848628
Persistent link: https://www.econbiz.de/10003840060
Persistent link: https://www.econbiz.de/10003895849
Persistent link: https://www.econbiz.de/10009011965
Persistent link: https://www.econbiz.de/10009267750
Persistent link: https://www.econbiz.de/10011377048
Persistent link: https://www.econbiz.de/10011411541
Persistent link: https://www.econbiz.de/10015396269