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Professor John Huppertz joined the faculty of Clarkson University’s School of Business after its merger with Union Graduate College in February 2016, where he serves as Associate Professor and Chair of the MBA Program in Healthcare Management. He received his Ph.D. in Social Psychology from ...
View John Huppertz’s profile on LinkedIn, the world's largest professional community. John has 2 jobs listed on their profile. See the complete profile on LinkedIn and discover John’s ...Title: Associate Professor at Clarkson …
By Huppertz, John W. Read preview. ... Compared to voicing a complaint directly to a seller, it has become much easier to post complaints online, and consumers fill these sites with their comments about purchases they make, service they receive, employees they encounter, and value they derive. ...Cited by: 1
John W Huppertz Negative inputs cause problems for the equity formula proposed by Adams (1965). Walster, Berscheid, and Walster (1973) have suggested revising the model to …
May 04, 2010 · Predicting Health Plan Member Retention from Satisfaction Surveys: The Moderating Role of Intention and Complaint Voicing. John W. Huppertz Union Graduate College , Schenectady, New York Correspondence [email protected] View further author information. ... John W. HuppertzCited by: 8
Firms' complaint handling policies and consumer complaint voicing John W. Huppertz Article information: To cite this document: John W. Huppertz, (2007),"Firms' complaint handling policies and consumer complaint voicing", Journal of Consumer Marketing, Vol. 24 Iss 7 pp. 428 - 437 ... Managing Service Quality: An International Journal, Vol. 12 ...
Equity theory was applied to retail exchange situations to test hypotheses about subjects’ perceptions of inequity and behaviors they would perform. Subjects in Group 1 made evaluative ratings of 1...Cited by: 474
Nov 06, 2007 · Firms' complaint handling policies and consumer complaint voicing Firms' complaint handling policies and consumer complaint voicing Huppertz, John W. 2007-11-06 00:00:00 Purpose – The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that complaining by dissatisfied consumers …
The purpose of the study was to determine the effects of equity and outcomes in customer complaint situations. The study utilized a 2 × 2 within‐subjects design with equity (inequity, equity) and outcomes (low, high) as the independent variables. ... Olivier Morrisson and John W. Huppertz, External equity, loyalty program membership, and ...Cited by: 127
Importance of addressing dissatisfied consumers has increased very much these days because of intense competition due to establishment of new kind of stores and offering many kinds of customer services by service providers. This study focuses on effects of attitudinal and perceptional variables (attitude toward complaining, prior complaint experience, perceived possibility of success and ...
We find these five factors differ in their impact on consumer purchase and return decisions and suggest the mixed results in previous research regarding the effects of return policy leniency are likely due to the fact that most work in this area examines only one or two of the various leniency factors.Cited by: 104
Customer Complaining: The Role of Tie Strength and Information Control ... John W Huppertz. 16.33; ... tie strength and information control were systematically varied in an experiment using a ...
Nov 06, 2007 · – The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that complaining by dissatisfied consumers would increase if only firms would make it easier to complain., – An experimental study assessed consumer reactions to scenarios in which a retailer made it easier or harder to …Cited by: 89
May 25, 2010 · External equity, loyalty program membership, and service recovery External equity, loyalty program membership, and service recovery Olivier Morrisson; John W. Huppertz 2010-05-25 00:00:00 Purpose – The purpose of this paper is to extend research on customer loyalty status, external equity, and satisfaction with service recovery. Most people accept that firms give special treatment to …
Firms' complaint handling policies and consumer complaint voicing John W. Huppertz. The purpose of this research is to examine the effects of actions recommended by researchers for firms to encourage complaint voicing, and test the proposition that…
Mar 27, 2009 · Huppertz, John W. (2007), "Firms' Complaint Handling Policies and Consumer Complaint Voicing," Journal of Consumer Marketing, 24 (7), 428-437. ... A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates," Journal of the Academy of Marketing Science, 24 (4), 350-366. Google Scholar SAGE Journals.Cited by: 62
This study suggests that consumer responses to service failures may be influenced by perceptions of procedural and interactional fairness. Procedural fairness is operationalized as the consumer's opportunity to present information and express feelings, or “voice.”Cited by: 1173
John W. Huppertz, Clarkson University The Influence of Differential Interim Reporting Requirements on Audit Effort for Foreign Private Issuers Angel Arturo Pacheco Paredes, Florida International University Clark M. Wheatley, Florida International University Korean Governance and Excess Compensation Eunsuh Lee, Gyeongsang National University
Consumer’s views on unethical business practices have been studied, but possibly more important to marketers and researchers are... Skip to main content ... and quality ratings were found for the ethical recovery attempt and higher intentions to use complaint and voice complaint in the unethical recovery attempts. ... Huppertz, John W., ...Cited by: 104
Purpose: This paper aims to contribute to a growing body of service recovery knowledge by examining the relationship between service recovery, consumer satisfaction and loyalty in a commercial bank ...
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