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Retricted access

Research article

First published 2014-9

Customer Complaints and Recovery Effectiveness: A Customer Base Approach

George Knox, Rutger van Oest

Journal of Marketing

Free access

Research article

First published 2012-3

Need for recovery from work and sleep-related complaints among nursing professionals

Aline Silva-Costa, Rosane Harter Griep, Frida Marina Fischer [...]

WORK: A Journal of Prevention,Assessment & Rehabilitation

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Research article

First published 2020-8

Mix&Match: A Resource-Based Complaint Recovery Framework for Tangible Compensation

Stanislav Stakhovych, Ali Tamaddoni

Journal of Service Research

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Research article

First published 2017-4

Complaint management in hospitality organizations: The role of empowerment and other service recovery attributes impacting loyalty and satisfaction

Godwin-Charles A Ogbeide, Stefanie Böser, Robert J Harrinton [...]

Tourism and Hospitality Research

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Research article

First published 2020-9

Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship

Forrest V. Morgeson, G. Tomas M. Hult, Sunil Mithas [...]

Journal of Marketing

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Research article

First published 2011-2

A Meta-Analysis of Organizational Complaint Handling and Customer Responses

Katja Gelbrich, Holger Roschk

Journal of Service Research

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Other

First published 2000-11

The Final Opportunity: The Effectiveness of a Customer Relations Call Center in Recovering Hotel Guests

Daniel J. Mount, Anna Mattila

Journal of Hospitality & Tourism Research

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Research article

First published 2009-11

Employees’ Willingness to Report Service Complaints

Gil Luria, Iddo Gal, Dana Yagil

Journal of Service Research

Open access

Research article

First published 2021-7

Proactive Complaint Management: Effects of Customer Voice Initiation on Perceived Justices,Satisfaction,and Negative Word-of-Mouth

Phimai Nuansi, Piya Ngamcharoenmongkol

Sage Open

Retricted access

Research article

First published 2018-6

Developing a Consumer Complaining and Recovery Effort Scale

Lu Lu, Dogan Gursoy, Christina Geng-Qing Chi [...]

Journal of Hospitality & Tourism Research

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