Search Results - subject_exact:"Consumer complaints"

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...

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

Optimierungspotenzial im Retourennetzwerk am Beispiel der Mediendistribution

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

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

Zeiler, Bettina - 2017

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

Grundlagen eines systematischen Beschwerdemanagements : eine Darstellung für Messegesellschaften und Dienstleistungsunternehmen

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

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...

Consumer financial protection regulations: how do they measure up?

Ritter, Dubravka - 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

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

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...

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

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

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

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

Ungenutzte Potenziale: Kundenservicedaten in der Marktforschung nutzen

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

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

Schmitt, Ann Kristin - 2016

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

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

Kennzahlen im Beschwerdemanagement

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

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

Amegashie, J. Atsu - 2013

Can consumer complaints reduce product reliability? Should we worry?

Joaqu?n Coleff - 2013

Abstract: We analyze a monopolist’s pricing and product reliability problem when consumers are entitled to product replacement but have heterogeneous cost of exercising this right, and we assess the implications of a decrease in consumers’ claiming cost on reliability, pro?t, and welfare. We...

Can consumer complaints reduce product reliability? Should we worry?

Joaqu?n Coleff - 2013

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

Amegashie, J. Atsu - 2013

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

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

Amegashie, J. Atsu - 2013

Complaint management and channel choice : an analysis of customer perceptions

Garding, Stefan; Bruns, Andrea - 2015

Lies in the sky : effects of employee dishonesty on organizational reputation in the airline industry

Jehn, Karen A.; Scott, Elizabeth D. - In: Business and society review : a quarterly forum on the … 120 (2015) 1, pp. 115-136

Customers complaints in online shopping : the role of signal credibility

Hu, Mingyao; Rabinovich, Elliot; Hou, Hanping - In: Journal of electronic commerce research : JECR 16 (2015) 2, pp. 95-108

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

Humorous complaining

McGraw, A. Peter; Warren, Caleb; Kan, Christina - In: Journal of consumer research : JCR ; an … 41 (2014/15) 5, pp. 1153-1171

A cross-cultural comparison of business complaint management expectations

In: Journal of marketing theory and practice 23 (2015) 3, pp. 254-271

Managing brands in a prickly digital world

Sexton, Donald E. - In: Journal of advertising research 55 (2015) 3, pp. 237-241

Marketing quality and complaints among professional sport teams : case study

Smith-Ditizio, Amber A. - In: Business strategies : types, benefits and effects on …, (pp. 1-26). 2015

Developing control charts in monitoring service quality based on the number of customer complaints

In: Total quality management & business excellence : an … 26 (2015) 5/6, pp. 675-689

The organizational apology

Schweitzer, Maurice E.; Brooks, Alison Wood; Galinsky, … - In: Harvard business review : HBR 93 (2015) 9, pp. 44-52

Wettbewerbsvorsprung durch professionelles Reklamationsmanagement : Kundenbindung erhöhen und Marktposition ausbauen

Fischer, Hans - 2015

Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance : customer orientation as a moderator

In: Service business 6 (2012) 4, pp. 503-526

Konzept zur Einführung eines Beschwerdemanagements für die Ärztliche Zentralbibliothek des Universitätsklinikums Hamburg-Eppendorf

Bocklage, Thorsten - 2012

Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance

Kim, Sang-Man; Oh, Jae-Young - In: Service business 6 (2012) 3, pp. 297-321

Buyer-supplier negotiations following reported delivery failure : a conceptual framework

Srivastava, B. N.; Joshi, Chetan; Sett, Rahul - 2012

An empirical investigation of the effectiveness of an integrated service recovery system

Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E. - In: Operations management research : OMR ; advancing … 5 (2012) 1/2, pp. 25-36

Regulatory behaviour under threat of court reversal

Söderberg, Magnus; Menezes, Flávio Marques; … - 2012

Gesellschaftliches Management von Verbraucherbeschwerden: Funktion und Finanzierung

Becker, Tilman C.; Heinze, Karen - 2011

Beschwerdemanagement als Instrument der Kundenorientierung : eine empirische Untersuchung zu den Implementierungsproblemen und Gestaltungsmöglichkeiten von Beschwerdemanagement in...

Bayraktar, Osman - 2011

Im zunehmend intensiven Wettbewerb um Marktanteile bzw. Kunden spielt Beschwerdemanagement eine zentrale Rolle. Denn mit der Einführung und Umsetzung eines Beschwerdemanagementsystems können Kundenzufriedenheit wiederhergestellt und die Unternehmensprozesse anhand der Beschwerdeinformationen...

Gesellschaftliches Management von Verbraucherbeschwerden: Funktion und Finanzierung

Becker, Tilman; Heinze, Karen - 2011

The spot on the tip of an iceberg : anbieterbezogene Beschwerdezahlen in der Statistik der Verbraucherzentralen

Feldmeier, Christina; Bala, Christian - 2014