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Customer complaining: The role of tie strength and information control

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  1. Chen, Ruolan & Yuan, Ruizhi & Huang, Bo & Liu, Martin J., 2023. "Feeling warm or skeptical? An investigation into the effects of incentivized eWOM programs on customers’ eWOM sharing intentions," Journal of Business Research, Elsevier, vol. 167(C).
  2. Boichuk, Jeffrey P. & Menguc, Bulent, 2013. "Engaging Dissatisfied Retail Employees to Voice Promotive Ideas: The Role of Continuance Commitment," Journal of Retailing, Elsevier, vol. 89(2), pages 207-218.
  3. Vivek Astvansh & Anshu Suri & Hoorsana Damavandi, 2024. "Brand warmth elicits feedback, not complaints," Journal of the Academy of Marketing Science, Springer, vol. 52(4), pages 1107-1129, July.
  4. Muhammad Rizwan & Muhammad Behzad & Muhammad Ali & Muhammad Waqas Khan & Moladad Khan, 2013. "Determinants of Customer Complain intentions: A Study from Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 88-105, December.
  5. Siret, Iris & Sabadie, William, 2022. "Public complaining: A blessing in disguise? Educational calling as a benevolent process that gives consumers voice on brands’ social media," Journal of Business Research, Elsevier, vol. 150(C), pages 476-490.
  6. Gupta, Reetika & Mukherjee, Sourjo & Jayarajah, Kasthuri, 2021. "Role of group cohesiveness in targeted mobile promotions," Journal of Business Research, Elsevier, vol. 127(C), pages 216-227.
  7. Kim, Do Yuon & Kim, Hye-Young, 2021. "Trust me, trust me not: A nuanced view of influencer marketing on social media," Journal of Business Research, Elsevier, vol. 134(C), pages 223-232.
  8. Narges Delafrooz & Marzieh Zendehdel & Maryam Fathipoor, 2017. "The Effect of Social Media on Customer Loyalty and Company Performance of Insurance Industry," International Journal of Economics and Financial Issues, Econjournals, vol. 7(3), pages 254-264.
  9. Seevers, Matthew T. & Skinner, Steven J. & Dahlstrom, Robert, 2010. "Performance Implications of a Retail Purchasing Network: The Role of Social Capital," Journal of Retailing, Elsevier, vol. 86(4), pages 310-321.
  10. White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
  11. Sofie Bitter & Sonja Grabner-Kräuter, 2016. "Consequences of customer engagement behavior: when negative Facebook posts have positive effects," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 219-231, August.
  12. Chenyu Zhang & Junkyu Park & Mark A. Bonn & Meehee Cho, 2021. "Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on Guanxi," Sustainability, MDPI, vol. 13(6), pages 1-19, March.
  13. Touqeer Ashraf & Waseem Sajjad & Muhammad Rizwan & Dilshad Ahmed & Haseeb Nazeer, 2013. "Determinants of Consumer Complaining Behavior: A study of Pakistan," International Journal of Learning and Development, Macrothink Institute, vol. 3(6), pages 121-138, December.
  14. Cambra-Fierro, Jesus & Melero, Iguacel & Sese, F. Javier, 2015. "Managing Complaints to Improve Customer Profitability," Journal of Retailing, Elsevier, vol. 91(1), pages 109-124.
  15. Reetika Gupta & Sourjo Mukherjee & Kasthuri Jayarajah, 2021. "Role of group cohesiveness in targeted mobile promotions," Post-Print hal-03128025, HAL.
  16. Shan-Shan Liao & Ching-Yuan Lin & Ying-Ji Chuang & Xing-Zheng Xie, 2020. "The Role of Social Capital for Short-Video Platform Users’ Travel Intentions: SEM and Fsqca Findings," Sustainability, MDPI, vol. 12(9), pages 1-22, May.
  17. Tari Kasnakoglu, Berna & Yilmaz, Cengiz & Varnali, Kaan, 2016. "An asymmetric configural model approach for understanding complainer emotions and loyalty," Journal of Business Research, Elsevier, vol. 69(9), pages 3659-3672.
  18. Chen, Ke & Chen, Jianxun & Zhan, Wu & Sharma, Piyush, 2020. "When in Rome! Complaint contagion effect in multi-actor service ecosystems," Journal of Business Research, Elsevier, vol. 121(C), pages 628-641.
  19. Odekerken-Schröder, Gaby & Hennig-Thurau, Thorsten & Knaevelsrud, Anne Berit, 2010. "Exploring the post-termination stage of consumer–brand relationships: An empirical investigation of the premium car market," Journal of Retailing, Elsevier, vol. 86(4), pages 372-385.
  20. Shuqair, Saleh & Costa Pinto, Diego & Cruz-Jesus, Frederico & Mattila, Anna S. & da Fonseca Guerreiro, Patricia & Kam Fung So, Kevin, 2022. "Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior," Journal of Business Research, Elsevier, vol. 151(C), pages 463-472.
  21. Fu, Xiaorong & Pang, Jing & Gursoy, Dogan, 2022. "Effects of online commercial friendships on customer revenge following a service failure," Journal of Business Research, Elsevier, vol. 153(C), pages 102-114.
  22. Youjae Yi & Seo Young Kim, 2017. "The role of other customers during self-service technology failure," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 695-715, December.
  23. Heejung Ro, 2014. "Complaint, patience, and neglect: responses to a dissatisfying service experience," Service Business, Springer;Pan-Pacific Business Association, vol. 8(2), pages 197-216, June.
  24. Menon, Kalyani & Ranaweera, Chatura, 2018. "Beyond close vs. distant ties: Understanding post-service sharing of information with close, exchange, and hybrid ties," International Journal of Research in Marketing, Elsevier, vol. 35(1), pages 154-169.
  25. Dong, Xueyan & Wang, Tienan, 2018. "Social tie formation in Chinese online social commerce: The role of IT affordances," International Journal of Information Management, Elsevier, vol. 42(C), pages 49-64.
  26. Coelho, Filipe & Augusto, Mário & Lages, Luis Filipe, 2011. "Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation," Journal of Retailing, Elsevier, vol. 87(1), pages 31-45.
  27. Min, Hyounae (Kelly) & Joireman, Jeff & Kim, Hyun Jeong, 2019. "Understanding why anger predicts intention to complain among high but not low power customers: A test of competing models," Journal of Business Research, Elsevier, vol. 95(C), pages 93-102.
  28. Mathur, Pragya & Sarin Jain, Shalini, 2020. "Not all that glitters is golden: The impact of procedural fairness perceptions on firm evaluations and customer satisfaction with favorable outcomes," Journal of Business Research, Elsevier, vol. 117(C), pages 357-367.
  29. Dant, Rajiv P. & Brown, James R., 2008. "Bridging the B2C and B2B Research Divide: The Domain of Retailing Literature," Journal of Retailing, Elsevier, vol. 84(4), pages 371-397.
  30. Nicholas O Mantey & Vannie Naidoo, 2016. "Service Quality Failure and Recovery Imperatives: Implications for Airlines Owned by South Africa," Journal of Economics and Behavioral Studies, AMH International, vol. 8(4), pages 67-78.
  31. Lin, Hongxia & Zhang, Meng & Gursoy, Dogan & Fu, Xiaorong, 2019. "Impact of tourist-to-tourist interaction on tourism experience: The mediating role of cohesion and intimacy," Annals of Tourism Research, Elsevier, vol. 76(C), pages 153-167.
  32. Ma, Ruijing & Wang, Weisha, 2021. "Smile or pity? Examine the impact of emoticon valence on customer satisfaction and purchase intention," Journal of Business Research, Elsevier, vol. 134(C), pages 443-456.
  33. Grewal, Dhruv & Levy, Michael & Kumar, V., 2009. "Customer Experience Management in Retailing: An Organizing Framework," Journal of Retailing, Elsevier, vol. 85(1), pages 1-14.
  34. Joo, Young-Hyuck & Kim, Yunsik & Yang, Suk-Joon, 2011. "Valuing customers for social network services," Journal of Business Research, Elsevier, vol. 64(11), pages 1239-1244.
  35. Hinz, Vera & Drevs, Florian & Wehner, Jürgen, 2012. "Electronic word of mouth about medical services," hche Research Papers 2012/05, University of Hamburg, Hamburg Center for Health Economics (hche).
  36. Chu, Shu-Chuan & Chen, Hsuan-Ting & Gan, Chen, 2020. "Consumers’ engagement with corporate social responsibility (CSR) communication in social media: Evidence from China and the United States," Journal of Business Research, Elsevier, vol. 110(C), pages 260-271.
  37. Anikó Tompos & Jawad Abu Khair, 2023. "The Impact of Social Media Relationships on e-WOM in Syria and Hungary," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 25(1), pages 52-65, June.
  38. Arsenovic, Jasenko & De Keyser, Arne & Edvardsson, Bo & Tronvoll, Bård & Gruber, Thorsten, 2021. "Justice (is not the same) for all: The role of relationship activity for post-recovery outcomes," Journal of Business Research, Elsevier, vol. 134(C), pages 342-351.
  39. Brown, James R. & Dant, Rajiv P., 2009. "The Theoretical Domains of Retailing Research: A Retrospective," Journal of Retailing, Elsevier, vol. 85(2), pages 113-128.
  40. Xiuyuan Gong & Matthew K. O. Lee & Zhiying Liu & Xiabing Zheng, 2020. "Examining the Role of Tie Strength in Users’ Continuance Intention of Second-Generation Mobile Instant Messaging Services," Information Systems Frontiers, Springer, vol. 22(1), pages 149-170, February.
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