With the increasing popularity of social media, understanding online consumer behaviors is
becoming increasingly important for researchers in this field and practitioners who manage …

With the coming of age of business‐to‐business (B2B) marketing in the last three decades,
the influence of culture on cross-cultural B2B relationships has received considerable …

Purpose The purpose of this paper is to highlight the importance and extend the
understanding of the underresearched concept of personal positive customer feedback …

The conventional advice for salespeople facing angry customer complaints is to remain calm
and provide high-quality service. Yet salespeople's willingness and ability to do so depends …

This study advances the ongoing scholarly research on brand hate discourse by
investigating its consequences in the business-to-business (B2B) context–thereby …

This cross-cultural study examines the differences in communicative styles between English
and German email responses to customer complaints by analysing their discourse structure …

This article reports on the representation and operationalization of interpersonal attention in
complaint management by comparing business textbooks, service recovery research, and …

Purpose Complaint management is at the heart of customer relationship management.
While many studies have analyzed a client's complaint behavior in business-to-business …

This study explores how customer evaluations of service failures and failure recurrence
impact negative emotions and intent to complain. A survey of 589 Brazilian airline …

The purpose of this study was twofold: to examine, firstly, if dissatisfaction can sufficiently
predict complaint behaviour and, secondly, whether perceived injustice will trigger complaint …