Search Results - subject_exact:"Consumer complaints"

"New perspectives on customer experience in service recovery"

Mandl, Leonhard - 2017

Cognitive and affective organizational identification of frontline employees : an investigation in a customer complaint context

Kubik, Fabian - 2017

Undue charges and price discrimination

Garber, Gabriel; Nakane, Márcio Issao - 2016

Can complaint-handling efforts promote customer engagement?

Cambra-Fierro, Jesús; Melero-Polo, Iguácel; Sesé, F. … - In: Service business 10 (2016) 4, pp. 847-866

Perceptions of consumers in the financial industry under a qualitative data analysis methodology

Mongay, Jorge - In: International journal of trade and global markets 9 (2016) 1, pp. 33-44

Consumers' complaints, the nature of corruption, and social welfare

Amegashie, J. Atsu - 2013

A primary means of bureaucratic oversight is consumer complaints. Yet, this important control mechanism has received very little attention in the literature on corruption. I study a model of corruption with incomplete information in which consumers require a government service from officials who...

Trade tales : decoding customers' stories

Woodside, Arch G. (ed.) - 2018 - First edition

Dealing with difficult customers : how to turn demanding, dissatisfied, and disagreeable clients into your best customers

Fleming, Noah; Veltman, Shawn - 2018

"Whether you're in the trenches or the boardroom, you're going to encounter demanding, dissatisfied, and disagreeable customers. Are your people (and you) prepared to deal with them? Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to...

Managing product returns within the customer value framework

Minnema, Alec; Bijmolt, Tammo H. A.; Petersen, J. Andrew; … - In: Customer engagement marketing, (pp. 95-118). 2018

Fraud hotlines : design, performance, and assessment

Binns, Chelsea A. - 2018

Handling consumer messages on social networking sites : customer service or privacy infringement?

Demmers, Joris; Dolen, Willemijn M. van; Weltevreden, … - In: International journal of electronic commerce : IJEC 22 (2018) 1, pp. 8-35

Misconduct in financial services : differences across organizations

Brown, Jennifer; Minor, Dylan - 2015

Conflict resolution vs. conflict escalation in online markets

Bolton, Gary E.; Greiner, Ben; Ockenfels, Axel - 2015

Consumer trust relations with payment cards and banks : an exploratory study

Koivunen, Tuija; Tuorila, Helena - In: International journal of consumer studies 39 (2015) 2, pp. 85-93

Gesellschaftliches Management von Verbraucherbeschwerden : Funktion und Finanzierung

Becker, Tilman; Heinze, Karen - 2011

Verbraucherreaktionen bei Unzufriedenheit mit einem gekauften Produkt oder einer in Anspruch genommenen Dienstleistung sind vielfältig und reichen von direkten Beschwerden bei Händlern oder Herstellern über Beschwerden bei Dritteinrichtungen bis hin zum Wechsel des Anbieters. Dabei können...

Improving social and environmental performance in global supply chains

Lee, Hau Leung; Rammohan, Sonali V. - In: Sustainable supply chains : a research-based textbook …, (pp. 439-464). 2017

Managing customer complaints : the case of Imperial Orchid Hotels in Thailand

Singh, Jaywant; Crisafulli, Benedetta - In: Services marketing cases in emerging markets : an Asian …, (pp. 35-43). 2017

Optimierungspotenzial im Retourennetzwerk am Beispiel der Mediendistribution

Hänsel, Martin; Stölzle, Wolfgang - In: Supply Management Research : aktuelle …, (pp. 187-211). 2017

Grundlagen eines systematischen Beschwerdemanagements : eine Darstellung für Messegesellschaften und Dienstleistungsunternehmen

Gödde, Elisabeth - In: Stakeholder im Fokus : Management-Ansätze für …, (pp. 49-95). 2017

Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites

Jung, Na Young; Seock, Yoo-Kyoung - In: Journal of retailing and consumer services 37 (2017), pp. 23-30

Managing expectations : explaining and influencing post-purchase evaluations and return intentions in online retailing

Hellemann, Niklas Jan - 2017

Perceived justice, service satisfaction and behavior intentions following service recovery efforts in a South African retail banking context

Petzer, Daniel J.; De Meyer-Heydenrych, Christine F.; … - In: The international journal of bank marketing : IJBM 35 (2017) 2, pp. 241-253

South African complaint forums in the retail industry : a survey of literature and some lessons from the EU

Koekemoer, Michel - In: Journal of consumer policy : consumer issues in law, … 40 (2017) 4, pp. 419-445

Complaint management in hospitality organizations : the role of empowerment and other service recovery attributes impacting loyalty and satisfaction

Ogbeide, Godwin-Charles A.; Böser, Stefanie; … - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 2, pp. 204-216

Beschwerdemanagement im B2B-Bereich : eine empirische Erhebung in modernen Technologieunternehmen

Zeiler, Bettina - 2017

The politics of buying, boycotting, complaining, and disputing : an extension of the research program by Jung, Garbarino, Briley, and Wynhausen

Jost, John T.; Langer, Melanie; Patyal, Vishal Singh - In: Journal of consumer research : JCR : an … 44 (2017) 3, pp. 503-510

Comparative Analysis of the Consumer Protection, Considering the Globalisation and Technological Changes, within Member States of the European Union

Brasoveanu, Iulian Viorel; Brasoveanu, Laura Obreja; … - In: Amfiteatru Economic Journal 16 (2014) 36, pp. 517-534

Recent globalization and technological changes have produced significant changes in consumption patterns, shopping online becoming increasingly more important. Under these conditions, in this article we analyze the most important issues relating to the level and quality of consumer protection in...

Comparative Analysis of the Consumer Protection, Considering the Globalisation and Technological Changes, within Member States of the European Union

Brasoveanu, Iulian Viorel; Brasoveanu, Laura Obreja; … - In: The AMFITEATRU ECONOMIC journal 16 (2014) 36, pp. 517-517

Consumer financial protection regulations: how do they measure up?

Ritter, Dubravka - Federal Reserve Bank of Philadelphia - 2014

The Payment Cards Center's September 2012 policy conference advanced the discussion of targeted design and outcome measurement as central features of public policy in the area of consumer financial protections. Speakers considered regulations addressing the disclosure of credit terms; standards...

Comparative analysis of the consumer protection, considering the globalisation and technological changes, within member states of the European Union

Braşoveanu, Iulian Viorel; Braşoveanu, Laura Obreja; … - In: Amfiteatru economic : an economic and business research … 16 (2014) 36, pp. 517-534

Es tut uns so leid!

Schweitzer, Maurice E.; Brooks, Alison Wood; Galinsky, … - In: Harvard-Business-Manager : das Wissen der Besten 38 (2016) 5, pp. 60-71

Relationship between online retailers' reputation and product returns

Walsh, Gianfranco; Albrecht, Arne K.; Kunz, Werner; … - In: British journal of management : BJM 27 (2016) 1, pp. 3-20

Forgiveness in Kundenbeziehungen des Business-to-Business-Kontexts : Analyse der Relevanz, Einflussfaktoren und Wirkungen eines Kern-Konzepts menschlicher Beziehungen

Schmitt, Ann Kristin - 2016

Ungenutzte Potenziale: Kundenservicedaten in der Marktforschung nutzen

Scharf, Michael - In: Marktforschung der Zukunft - Mensch oder Maschine? : …, (pp. 281-295). 2016

Kennzahlen im Beschwerdemanagement

Deutsche Gesellschaft für Qualität - 2016

Service recovery : an integrative framework and research agenda

Van Vaerenbergh, Yves; Orsingher, Chiara - In: The Academy of Management perspectives : AMP 30 (2016) 3, pp. 328-346

What drives the intention to complain?

Lervik-Olsen, Line; Andreassen, Tor Wallin; Streukens, … - In: Journal of service theory and practice : JSTP 26 (2016) 4, pp. 406-429

Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial

Kim, Eojina; Tang, Liang - In: Journal of hospitality marketing & management 25 (2016) 7/8, pp. 897-924

Emotional stakeholders as "crisis communicators" in social media : the case of the Telenor customer complaints crisis

Johansen, Britt Foget; Johansen, Winni; Weckesser, Nina M. - In: Corporate communications : an international journal 21 (2016) 3, pp. 289-308

Dysfunktionales Beschwerdeverhalten : Ausprägungen, Entstehung, Auswirkungen und Managementimplikationen

Plein, Katrin - 2016

Consumers' attributions and brand evaluations in product-harm crises : the role of implicit theories of personality

Yin, Cheng-Yue; Yu, Hong-Yan; Poon, Patrick - In: Journal of consumer behaviour : an international … 15 (2016) 1, pp. 87-95

Workplace sexual harassment at the margins

McDonald, Paula; Charlesworth, Sara - In: Work, employment & society : a journal of the British … 30 (2016) 1, pp. 118-134

How do firms benefit from customer complaints?

Yilnaz, Cengiz; Varnali, Kaan; Kasnakoglu, Berna Tari - In: Journal of business research : JBR 69 (2016) 2, pp. 944-955

Exploring the role of complaint handling among complaining consumers

Singh, Vaishali; Jain, Amit; Choraria, Sapna - In: Vision : the journal of business perspective 20 (2016) 4, pp. 331-344

A novel framework for customer complaint management

Hsiao, Yu-Hsiang; Chen, Li-Fei; Choy, Yoon Leng; Su, … - In: The service industries journal 36 (2016) 13/14, pp. 675-698

Consumer behavior in the age of digitization and big data : selected essays

Niemann, Antje - 2016

The relationship between informational justice, recovery satisfaction, and loyalty : the moderating role of failure attributions

Davoud Nikbin; Ishak Ismail; Malliga Marimuthu - In: Service business 7 (2013) 3, pp. 419-435

Non-internet self-service technology failures and recoveries : comparing China with the United States

Liu, Shunzhong - In: Service business 7 (2013) 3, pp. 399-417

Investigating the effects of service quality and hedonic on behavioral intentions : an empirical survey on restaurant industry

Mansouri, Seyed Hossein; Ebrahimi, Abolghasem - In: Management science letters 3 (2013) 10, pp. 2565-2576

Consumers' Complaints, the Nature of Corruption, and Social Welfare

Amegashie, J. Atsu - 2013