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Articles (61)

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1-10 of 61 results for service failure complaints

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Select article: Group Emotional Contagion and Complaint Intentions in Group Service Failure

Retricted access

Research article

First published 2014-8

Group Emotional Contagion and Complaint Intentions in Group Service Failure

Jiangang Du, Xiucheng Fan, Tianjun Feng

Journal of Service Research

Select article: The Benefit of Becoming Friends: Complaining after Service Failures Leads Customers with Strong Ties to Increase Loyalty

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Research article

First published 2017-11

The Benefit of Becoming Friends: Complaining after Service Failures Leads Customers with Strong Ties to Increase Loyalty

Nita Umashankar, Morgan K. Ward, Darren W. Dahl

Journal of Marketing

Select article: How We Complain: The Effect of Personality on Consumer Complaint Channels

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Research article

First published 2018-1

How We Complain: The Effect of Personality on Consumer Complaint Channels

Riley Berry, Sarah Tanford, Rhonda Montgomery [...]

Journal of Hospitality & Tourism Research

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

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

Select article: A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

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Research article

First published 2002-10

A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts

James G. Maxham, Richard G. Netemeyer

Journal of Marketing

Select article: Consumer Frustration in the Customer-Server Exchange: The Role of Attitudes Toward Complaining and Information Inadequacy Related to Service Failures

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Research article

First published 2004-02

Consumer Frustration in the Customer-Server Exchange: The Role of Attitudes Toward Complaining and Information Inadequacy Related to Service Failures

Alex M. Susskind

Journal of Hospitality & Tourism Research

Select article: The Unintended Consequence of Price-Based Service Recovery Incentives

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Research article

First published 2019-9

The Unintended Consequence of Price-Based Service Recovery Incentives

Vamsi K. Kanuri, Michelle Andrews

Journal of Marketing

Select article: A Content Analysis of Consumer Complaints,Remedies,and Repatronage Intentions Regarding Dissatisfying Service Experiences

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Research article

First published 2005-05

A Content Analysis of Consumer Complaints,Remedies,and Repatronage Intentions Regarding Dissatisfying Service Experiences

Alex M. Susskind

Journal of Hospitality & Tourism Research

Select article: Organizational Response to Goods Failure Complaints: The Role of Culture on Perceptions of Interactional Justice and Customer Satisfaction

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Research article

First published 2021-12

Organizational Response to Goods Failure Complaints: The Role of Culture on Perceptions of Interactional Justice and Customer Satisfaction

Etayankara Muralidharan, Wenxia Guo, Hesham Fazel [...]

Global Business Review

Select article: The Service Recovery Journey: Conceptualization,Integration,and Directions for Future Research

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Research article

First published 2019-5

The Service Recovery Journey: Conceptualization,Integration,and Directions for Future Research

Yves Van Vaerenbergh, Dorottya Varga, Arne De Keyser [...]

Journal of Service Research

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