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Research article

First published 2013-9

Exploring the Role of Negative Emotions on Customer’s Intention to Complain

Sapna Choraria

Vision: The Journal of Business Perspective

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Research article

First published 2016-9

Illegitimate Customer Complaining Behavior in Hospitality Service Encounters

Zhuowei (Joy) Huang, Li Miao

Journal of Hospitality & Tourism 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 2013-11

Who Chose this Restaurant Anyway? The Effect of Responsibility for Choice,Guarantees,and Failure Stability on Customer Complaining

Lisa McQuilken, Nichola Robertson

Journal of Hospitality & Tourism Research

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Research article

First published 2022-9

The Effects of Intragroup Guanxi Interaction on Customers’ Intentions to Complain

Xing’an Xu, Christina Geng-Qing Chi, Ruiying Cai [...]

Journal of Hospitality & Tourism Research

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Research article

First published 2020-5

The Customer Isn’t Always Right: The Implications of Illegitimate Complaints

Kawon Kim, Melissa A. Baker

Cornell Hospitality Quarterly

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Research article

First published 2025-3

Complaints Management in the Bahi District Council in Tanzania: Examining Customer Satisfaction

Rahel Nasoni Mkoma

Asia-Pacific Journal of Management Research and Innovation

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Research article

First published 1999-05

What Drives Customer Loyalty with Complaint Resolution?

Tor Wallin Andreassen

Journal of Service Research

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Other

First published 2004-04

When Customers Disappoint: A Model of Relational Internal Marketing and Customer Complaints

Simon J. Bell, Bülent Mengüç, Sara L. Stefani

Journal of the Academy of Marketing Science

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Research article

First published 2025-9

Complaints Management in the Bahi District Council in Tanzania: Examining Customer Satisfaction

Rahel Nasoni Mkoma

Asia-Pacific Journal of Management Research and Innovation

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