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Articles (44)

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1-10 of 44 results for customer complaint behavior

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Select article: Consumer Complaint Behavior Manifestations for Table Service Restaurants: Identifying Sociodemographic Characteristics,Personality,and Behavioral Factors

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Research article

First published 2002-05

Consumer Complaint Behavior Manifestations for Table Service Restaurants: Identifying Sociodemographic Characteristics,Personality,and Behavioral Factors

David L. Jones, Ken W. McCleary, Lawrence R. Lepisto

Journal of Hospitality & Tourism Research

Select article: Employees’ Willingness to Report Service Complaints

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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

Select article: Illegitimate Customer Complaining Behavior in Hospitality Service Encounters

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First published 2016-9

Illegitimate Customer Complaining Behavior in Hospitality Service Encounters

Zhuowei (Joy) Huang, Li Miao

Journal of Hospitality & Tourism Research

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

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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

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

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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

Select article: Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior

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Research article

First published 2011-11

Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior

Heiner Evanschitzky, Christian Brock, Markus Blut

Journal of Service Research

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

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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

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

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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

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

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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

Select article: Voice‐based AI in call center customer service: A natural field experiment

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Research article

First published 2023-04

Voice‐based AI in call center customer service: A natural field experiment

Lingli Wang, Ni Huang, Yili Hong [...]

Production and Operations Management

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