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

Corporate reputation is an intangible yet important factor that influences stakeholder
behavior, including employees, management, customers and investors. In order to add …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Social media provide numerous possibilities for consumers and other stakeholders to voice
their complaints about organizations in public. While this can damage the reputation of an …

Service recovery is a crucial success factor for organizations. Thus, many studies have
addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors …

The purpose of this article is to summarize the current research in the field of complaint
handling, specifically to focus on how the organizational response to a customer complaint …

Customer satisfaction has been a focus of researchers and marketers as an important
antecedent of customer loyalty. Some recent studies propose that customer delight possibly …

Christopher Lovelock (1994) coined the term jaycustomers to refer to dysfunctional
customers who deliberately or unintentionally disrupt service in a manner that negatively …

This article addresses how an organization's complaint management affects customer
justice evaluations and, in turn, customer satisfaction and loyalty. In delineating an …

Organized service recovery policies and programs are important tools to firms in their efforts
to maintain satisfied, loyal customers. Although service failure and recovery issues have …