This paper explores the process by which other customers' complaint behavior influences
the focal customers' complaint intentions in response to a service failure affecting multiple …

Despite the fact that personality is thought to be one of the main factors that may explain
unhappy consumers' behavior, very little is known about how it affects their attitudes and …

Purpose Online consumer complaint behaviour that is observable to other consumers
provides the firm with an opportunity to demonstrate transparency and service quality to the …

Purpose As customers increasingly adopt social media as the primary channel to reach out
to companies, voicing is becoming a public act. Adopting a social psychological perspective …

A detailed search was conducted to create a bibliography of articles related to the mission of
the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior …

Taking into account customers' rapport with a service staff and levels of service unfairness,
this paper aims to examine the role of negative meta-perceptions in predicting customers' …

One of the most problematic issues to face airlines in recent years has been service
failure/breakdown. Consequently, the notion of effective recovery, in terms of retaining …

Consumer complaining behavior (CCB) is an important stream of research and practice, as it
links the domains of service failure and service recovery. CCB research, although extensive …

Eine relevante Informationsquelle über veränderte Kundenbedürfnisse liegt in der
Generierung von Kunden-Feedback. Diejenigen Kunden, die jedoch keine Bereitschaft zur …

Consumers are increasingly confronted with complex processes and technologies as part of
their daily consumption. This difficulty, in turn, can hinder their experience and may have …