With increasing priority being given to customer relationships and customer retention, it
follows more attention should be given to understanding phenomenon of customer exit. This …

The growing number of academic studies on customer satisfaction and the mixed findings
they report complicate efforts among managers and academics to identify the antecedents …

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 …

When do consumers complain? This study probes this question by developing a conceptual
framework that includes multiple theoretical perspectives, empirically testing a portion of the …

We have designed this book to support courses in consumer behaviour at Master's level. It is
also suited to more advanced teaching at first-degree level. Our intended audience is those …

Complaint management has become increasingly important in the tourism and hospitality
fields, yet little is really known about how complainers assess the organizational response …

Losing customers can have a detrimental impact on a bank's market share and profit.
Despite these negative effects, few studies have sought to investigate fully the process of …

There is a general consensus that customer loyalty to service providers is not solely
dependent upon their level of satisfaction or dissatisfaction. However, the identified …

This study used a critical incident survey with both qualitative and quantitative sections to
investigate noncomplainers. Noncomplainers are customers who experience service …

Purpose–To determine the impact of service recovery on consumer evaluations of service
delivery. Design/methodology/approach–An experiment investigated consumer responses …