articleTop 1% cited
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
Journal of Marketing · 1998 · Vol. 62(2) · pp. 60–60
Abstract
Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully...
Customer Service Quality and LoyaltyCorporate Identity and ReputationTechnology Adoption and User BehaviourComplaintBusinessMarketingCustomer retentionLoyalty business modelCustomer advocacyCustomer delightCustomer satisfactionLoyaltyService recovery
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2,146
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References
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Journal of Marketing · 1985 · 17,163 citations
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Journal of Marketing · 1992 · 2,194 citations
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