Verbal Communication Between Complaining Consumers and Company Service Representatives

Author:

GARRETT DENNIS E.,MEYERS RENEE A.

Publisher

Wiley

Subject

General Economics, Econometrics and Finance,Sociology and Political Science

Reference58 articles.

1. “Customer Satisfaction, Market Share, and Piofitability: Findings from Sweden,”;Anderson;Journal of Marketing,1994

2. “Consumer Responses to Dissatisfaction in Loose Monopolies,”;Andreasen;Journal of Consumer Research,1985

3. “Excuse Making: A Prevalent Company Response to Complaints?”;Baer;Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,1994

4. “Evaluating Service Encounters: The Effects of Physical Surrounding and Employee Responses,”;Bitner;Journal of Marketing,1990

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1. A cry and an outcry: Oplakvane (complaining) as a term for communication practice;Journal of International and Intercultural Communication;2018-06-06

2. Threat, Coping, and Cost: Protection Motivation in the Context of Consumer Complaining;Communication Research;2015-08-19

3. Social Media Espionage — A Strategic Grid;New Technology-Based Firms in the New Millennium;2015-06-15

4. Communicating Consumer Complaints: Message Content and its Perceived Effectiveness;Communication Quarterly;2014-06-18

5. Re-conceptualising call-centres as sites of control: the insider perspective;European Journal of Marketing;2014-02-04

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