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A Model for Customer Complaint Management

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  1. Marlin U. Thomas & Sridevi S. Rao, 1999. "Warranty Economic Decision Models: A Summary and Some Suggested Directions for Future Research," Operations Research, INFORMS, vol. 47(6), pages 807-820, December.
  2. 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.
  3. Gidaković, Petar & Čater, Barbara, 2021. "Perceived justice and service recovery satisfaction in a post-transition economy," Journal of East European Management Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 26(1), pages 10-43.
  4. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
  5. Judith A. Chevalier & Yaniv Dover & Dina MayzlinDina Mayzlin, 2018. "Channels of Impact: User Reviews When Quality Is Dynamic and Managers Respond," Marketing Science, INFORMS, vol. 37(5), pages 688-709, September.
  6. Watson, George F. & Worm, Stefan & Palmatier, Robert W. & Ganesan, Shankar, 2015. "The Evolution of Marketing Channels: Trends and Research Directions," Journal of Retailing, Elsevier, vol. 91(4), pages 546-568.
  7. Anthony Dukes & Yi Zhu, 2019. "Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle Costs," Marketing Science, INFORMS, vol. 38(3), pages 500-515, May.
  8. 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.
  9. Joshua S. Gans & Avi Goldfarb & Mara Lederman, 2021. "Exit, Tweets, and Loyalty," American Economic Journal: Microeconomics, American Economic Association, vol. 13(2), pages 68-112, May.
  10. Mingwen Yang & Zhiqiang (Eric) Zheng & Vijay Mookerjee, 2019. "Prescribing Response Strategies to Manage Customer Opinions: A Stochastic Differential Equation Approach," Information Systems Research, INFORMS, vol. 30(2), pages 351-374, June.
  11. Martín-Herrán, Guiomar & McQuitty, Shaun & Sigué, Simon Pierre, 2012. "Offensive versus defensive marketing: What is the optimal spending allocation?," International Journal of Research in Marketing, Elsevier, vol. 29(2), pages 210-219.
  12. Wang, Yi-Shun & Wu, Shun-Cheng & Lin, Hsin-Hui & Wang, Yu-Yin, 2011. "The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing," International Journal of Information Management, Elsevier, vol. 31(4), pages 350-359.
  13. Hultén, Peter, 2012. "A Lindblomian perspective on customer complaint management policies," Journal of Business Research, Elsevier, vol. 65(6), pages 788-793.
  14. John K. Christiansen & Marta Gasparin & Claus Varnes & Ina Augustin, 2016. "How Complaining Customers Make Companies Listen And Influence Product Development," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 20(01), pages 1-31, January.
  15. von Janda, Sergej & Polthier, Andreas & Kuester, Sabine, 2021. "Do they see the signs? Organizational response behavior to customer complaint messages," Journal of Business Research, Elsevier, vol. 137(C), pages 116-127.
  16. Gil Luria & Asaf Levanon & Dana Yagil & Iddo Gal, 2016. "Status, National Culture and Customers’ Propensity to Complain," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 126(1), pages 309-330, March.
  17. Saqib Mehmood & Madiha Hamid, 2020. "Pakistani Customer Satisfaction Index," International Journal of Business and Economic Affairs (IJBEA), Sana N. Maswadeh, vol. 5(5), pages 240-255.
  18. Neil A. Morgan & Lopo Leotte Rego, 2006. "The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance," Marketing Science, INFORMS, vol. 25(5), pages 426-439, September.
  19. Lhoest-Snoeck, Sietske & van Nierop, Erjen & Verhoef, Peter C., 2014. "For New Customers Only: A Study on the Effect of Acquisition Campaigns on a Service Company's Existing Customers' CLV," Journal of Interactive Marketing, Elsevier, vol. 28(3), pages 210-224.
  20. Ghouri, Arsalan Mujahid & Mani, Venkatesh & Haq, Mirza Amin ul & Kamble, Sachin S., 2022. "The micro foundations of social media use: Artificial intelligence integrated routine model," Journal of Business Research, Elsevier, vol. 144(C), pages 80-92.
  21. Kukar-Kinney, Monika, 2006. "The role of price-matching characteristics in influencing store loyalty," Journal of Business Research, Elsevier, vol. 59(4), pages 475-482, April.
  22. T. Randolph Beard & Jeffrey T. Macher & John W. Mayo, 2015. "'Can you Hear Me Now?' Exit, Voice and Loyalty Under Increasing Competition," Journal of Law and Economics, University of Chicago Press, vol. 58(3).
  23. Zeeshan Ullah, 2023. "The determinants and performance outcome of the firm's capacity to maintain customer loyalty," Sustainable Development, John Wiley & Sons, Ltd., vol. 31(1), pages 265-279, February.
  24. Shu He & Huaxia Rui & Andrew B. Whinston, 2018. "Social Media Strategies in Product-Harm Crises," Information Systems Research, INFORMS, vol. 29(2), pages 362-380, June.
  25. Ubais Parayil Iqbal & V. K. Hamza & Lenin Kumar Nooney & Shajeer Sainudeen, 2023. "Exploring the determinants of destination satisfaction: a multidimensional approach," Future Business Journal, Springer, vol. 9(1), pages 1-14, December.
  26. Eyal Biyalogorsky & Eitan Gerstner & Barak Libai, 2001. "Customer Referral Management: Optimal Reward Programs," Marketing Science, INFORMS, vol. 20(1), pages 82-95, August.
  27. Ana B. Casado & Francisco J. Mas & Ricardo Sellers, 2004. "Third-Party Complaints And Firm Performance: An Application In Spanish Banking," Working Papers. Serie EC 2004-01, Instituto Valenciano de Investigaciones Económicas, S.A. (Ivie).
  28. G. Tomas M. Hult & Forrest V. Morgeson, 2020. "Marketing’s value propositions: a focus on exit, voice, and loyalty," AMS Review, Springer;Academy of Marketing Science, vol. 10(3), pages 185-188, December.
  29. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  30. Rust, Roland T. & Metters, Richard, 1996. "Mathematical models of service," European Journal of Operational Research, Elsevier, vol. 91(3), pages 427-439, June.
  31. Inda Premordia & Timea Gál, 2021. "Dear Customer, Thank You for Your Review: The Service Failure-recovery Dyadic Interactions in the Restaurant Industry," International Review of Management and Marketing, Econjournals, vol. 11(3), pages 49-57.
  32. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
  33. Guo, Chiquan & Wang, Yong J. & Metcalf, Ashley, 2014. "How to calibrate conventional market-oriented organizational culture in 21st century production-centered firms? A customer relationship perspective," International Journal of Production Economics, Elsevier, vol. 156(C), pages 235-245.
  34. Oginni, B.O. & Omoyele, S.O. & Ogunwole, O.A.C., 2013. "A Critical Analysis of Information Technology and Customers’ Satisfaction in Lagos Banking Environment of Nigeria," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 4(1), pages 50-57, January.
  35. Xing Aijing & Nobuhiko Terui & P.K.Kannan, 2016. "How customer satisfaction affects loyalty: Insights from nonlinear hierarchical Bayes modeling of customer satisfaction index," TMARG Discussion Papers 124, Graduate School of Economics and Management, Tohoku University.
  36. Andreas Herrmann & Frank Huber & Christian Seilheimer, 2003. "Die Qual der Wahl: Die Bedeutung des Regret bei Kaufentscheidungen," Schmalenbach Journal of Business Research, Springer, vol. 55(3), pages 224-249, May.
  37. Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
  38. Mansour Lotayif, 2015. "Selection Factors of Market Segments and Porter’s Generic Marketing Strategies: Evidence from an Emerging GCC Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(1), pages 199-199, December.
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