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Research article

First published 2020-5

“Don't Forget that Others Are Watching,Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media

Ana Javornik, Raffaele Filieri, Ralph Gumann

Journal of Interactive Marketing

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Research article

First published 2003-1

Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling

James G. Maxham, Richard G. Netemeyer

Journal of Marketing

Open access

Research article

First published 2025

Successful Handling of Patient Complaints Requires Effective Training of Specialists: A Description of the CODE Training Model for Patient Complaint Excellence

Richard M. Elias, Jennifer R. Bond, Brooke L. Werneburg [...]

Journal of Patient Experience

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Research article

First published 2022

Determinants and Consequences of Customer Satisfaction in Indian Retail Banks: Moderation of Bank Reputation

Abhijeet Biswas, Deepak Jaiswal, Rishi Kant

Vision: The Journal of Business Perspective

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Research article

First published 2016-12

Exploring the Role of Complaint Handling among Complaining Consumers

Vaishali Singh, Amit Jain, Sapna Choraria

Vision: The Journal of Business Perspective

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Research article

First published 1998-4

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Stephen S. Tax, Stephen W. Brown, Murali Chandrashekaran

Journal of Marketing

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Research article

First published 2011-5

Healthcare complaints handling systems: a comparison between Britain,Australia and Taiwan

Sophie Yahui Hsieh

Health Services Management Research

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Research article

First published 2020-12

Handling Sexual Harassment Complaints in Sri Lanka: Fair Process and Best Practices

Arosha S. Adikaram, Pavithra Kailasapathy

South Asian Journal of Human Resources Management

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Research article

First published 2021-11

Complaint Publicization in Social Media

Alireza Golmohammadi, Taha Havakhor, Dinesh K. Gauri [...]

Journal of Marketing

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Research article

First published 2023-10

The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization

Rebecca Van Herck, Sofie Decock, Bernard De Clerck [...]

International Journal of Business Communication

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