Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

Purpose This paper aims to provide an integrative view of the conceptualizations,
definitions, antecedents and taxonomies of consumer complaining behavior (CCB) …

The key to excellent service delivery is to ensure harmonious interactions between service
actors. Therefore, in the event of service failure incidents, an understanding of the roles and …

Purpose Over the last 50 years, increased attention for personalization paved the way for
one-to-one marketing efforts, but firms struggle to deliver on this promise. The purpose of …

Purpose The purpose of this paper is to help researchers and practitioners to understand
and respond to consumer complaining behaviour (CCB) by developing a taxonomy that …

This study identifies the depth structure of customer complaint efforts and investigates the
roles of each dimension in the structural relations with customer satisfaction and loyalty …

This paper develops a conceptual framework about customer complaining behaviours
(CCB), using social media. Specifically, this research expands the current understanding of …

Although franchising has become an important growth strategy in several industries over the
last few decades, there are few empirical studies about the effects of franchisor …

To extract the full revenue potential of their front line, B2B firms use their technical field
service force for selling activities. However, as selling is only a complementary activity …

The visual cues of websites have been found to affect consumer attitudes and behaviours.
Facebook business pages (FBPs) also exhibit visual cues, several of which are pertinent to …