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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 2006-02

Coping With Customer Complaints

Simon J. Bell, James A. Luddington

Journal of Service Research

Free access

Research article

First published 2024-6

Consumer Complaint Satisfaction and Customer Retention: A Study of Complaint Satisfaction in Electronic Industry

Madan Lal, Heena Kashyap

Jindal Management Journal

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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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Research article

First published 2017-11

Service Employee Responses to Angry Customer Complaints

Christina Jerger, Jochen Wirtz

Journal of Service Research

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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

Open access

Research article

First published 2022-4

Unhiding Nexus Between Service Quality,Customer Satisfaction,Complaints,and Loyalty in Online Shopping Environment in Pakistan

Muhammad Umair Wattoo, Syed Muhammad Javed Iqbal

Sage Open

Retricted access

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 2014-9

Customer Complaints and Recovery Effectiveness: A Customer Base Approach

George Knox, Rutger van Oest

Journal of Marketing

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

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