The role of human interaction in complaint handling-Reference-Cited by-同舟云学术

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The role of human interaction in complaint handling

Published:2021-09 Issue: Volume:62 Page:102670
ISSN:0969-6989
Container-title:Journal of Retailing and Consumer Services
language:en
Short-container-title:Journal of Retailing and Consumer Services

Author:

Jeanpert Sophie^ORCID,Jacquemier-Paquin Laure,Claye-Puaux Sophie^ORCID

Publisher

Elsevier BV

Subject

Marketing

Reference45 articles.

1. One firm's loss is another gain: capitalizing on other firms' service failures;Allen;J. Acad. Market. Sci.,2015

2. The effects of distributive, procedural, and interactional justice on postcomplaint behavior;Blodgett;J. Retailing,1997

3. Evaluating service encounters: the effect of physical surroundings and employee responses;Bitner;J. Market.,1990

4. Technology infusion in service encounters;Bitner;J. Acad. Mark.,2000

5. Managing complaints to improve customer profitability;Cambra-Fierro;J.Retail.,2015

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2. Logistics service failures and recovery strategies: is the response time or the discount amount more important?;Marketing Intelligence & Planning;2024-06-17

3. An Integrated Model to Understand Online Complaint to the Firm, Online Negative Word of Mouth and Exit: Application of the Theory of Planned Behavior and the Theory of Trust-Commitment;Springer Proceedings in Business and Economics;2024

4. Building interpersonal closeness in complaint responses in customer service;East Asian Pragmatics;2023-12-12

5. Framing your concerns right: an analysis of air passengers' complaints during two time periods;Journal of Service Theory and Practice;2023-09-01

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