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Comparing objective service failures and subjective complaints : An investigation of domino and halo effects

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  • Halstead, Diane
  • Morash, Edward A.
  • Ozment, John

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  • Halstead, Diane & Morash, Edward A. & Ozment, John, 1996. "Comparing objective service failures and subjective complaints : An investigation of domino and halo effects," Journal of Business Research, Elsevier, vol. 36(2), pages 107-115, June.
    • Handle: RePEc:eee:jbrese:v:36:y:1996:i:2:p:107-115
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    References listed on IDEAS

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    1. Eads, George & Nerlove, Marc & Raduchel, William, 1969. "A Long-Run Cost Function for the Local Service Airline Industry: An Experiment in Non-Linear Estimation," The Review of Economics and Statistics, MIT Press, vol. 51(3), pages 258-270, August.
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    Cited by:

    1. Pinghan Liang, 2013. "Exit and Voice: A Game-theoretic Analysis of Customer Complaint Management," Pacific Economic Review, Wiley Blackwell, vol. 18(2), pages 177-207, May.
    2. Junegak Joung & Ki-Hun Kim & Kwangsoo Kim, 2021. "Data-Driven Approach to Dual Service Failure Monitoring From Negative Online Reviews: Managerial Perspective," SAGE Open, , vol. 11(1), pages 21582440209, January.
    3. Tam Thien Vo & Xinning Xiao & Shuk Ying Ho, 2019. "How Does Corporate Social Responsibility Engagement Influence Word of Mouth on Twitter? Evidence from the Airline Industry," Journal of Business Ethics, Springer, vol. 157(2), pages 525-542, June.
    4. Taegoo Kim & Soyon Paek & Chang Choi & Gyehee Lee, 2012. "Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 503-526, December.

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