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https://journals.sagepub.com/doi/abs/10.1177/1094670502238917
Feb 01, 2003 · 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 …Cited by: 665
https://www.researchgate.net/publication/237937852_Organizational_Responses_to_Customer_Complaints_What_Works_and_What_Doesn't
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 affects the ...
https://www.sciencedirect.com/science/article/pii/S0278431904001276
This study investigates: (i) the effects of various organizational responses to complaints on distributive, procedural, and interactional justice; and (ii) the effects of complainants’ perceptions of distributive, procedural, and interactional justice on satisfaction and loyalty.Cited by: 365
https://www.emerald.com/insight/content/doi/10.1108/09604520410569810/full/html
This study investigates the effects of various organizational responses to complaints on post‐complaint customer behaviors. Specifically, the study investigates the effects of apology, atonement, promptness, facilitation, explanation, attentiveness and effort on complainant satisfaction and loyalty, and the association between satisfaction and loyalty.Cited by: 127
https://www.researchgate.net/publication/222150329_Customer_complaints_and_organizational_responses_The_effects_of_complainants'_perceptions_of_justice_on_satisfaction_and_loyalty
Path analysis demonstrates that atonement is an organizational response to customer complaints associated with distributive justice, and facilitation and promptness have significant positive ...
https://journals.sagepub.com/doi/10.1177/109634800002400404
Nov 01, 2000 · This research suggests an answer by presenting and testing a model of complainants’ perceptions of the organizational response and the impact of the organizational response on postcomplaint customer behavior. The results provide partial support for the model.Cited by: 327
https://www.sciencedirect.com/science/article/abs/pii/S0278431904001276
The hypothesized relationships are tested using LISREL 8.30 through path analysis. Path analysis demonstrates that atonement is an organizational response to customer complaints associated with distributive justice, and facilitation and promptness have significant positive effects on procedural justice.Cited by: 365
https://www.tandfonline.com/doi/abs/10.1300/J150v11n02_04
Oct 14, 2008 · This study investigates outcomes of organizational responses to customer complaints by using a sample of hotel guests in Northern Cyprus as its setting. Results suggest that organizational response options have varying degrees of influence on customer satisfaction and revisit intentions.Cited by: 107
https://www.academia.edu/11074690/Customer_Complaints_and_Organizational_Responses_A_Study_of_Hotel_Guests_in_Northern_Cyprus
Customer Complaints and Organizational Responses: A Study of Hotel Guests in Northern Cyprus
https://www.deepdyve.com/lp/elsevier/customer-complaints-and-organizational-responses-the-effects-of-9JMvfMK10P
Mar 01, 2006 · Read "Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty, International Journal of Hospitality Management" on DeepDyve, the largest online rental service for scholarly research with thousands of academic publications available at your fingertips.
https://pdfs.semanticscholar.org/0242/2e9784c1106372246514fc626016310e038e.pdf
ine the effect of different organizational responses to a com-plaint (e.g., compensation amount) on post-complaint satisfaction and customer behavior (e.g., Gilly and Gelb 1982). Moreover, early research establishes that post-complaint satisfaction fosters positive customer behavior, that
https://www.academia.edu/9790638/The_Bottom_Line_Impact_of_Organizational_Responses_to_Customer_Complaints
The Bottom Line Impact of Organizational Responses to Customer Complaints
http://smqnet.com/journals/smq/Vol_2_No_2_June_2014/3.pdf
executives. Satisfactory responses to customer complaints may help to increase the volume of their repurchases and positive word of mouth intentions about the bank. Understanding the effects of organizational responses to customer complaints helps commercial banks develop more effective service recovery strategies and enhance
https://keap.com/business-success-blog/customer-service/customer-experience/how-to-respond-to-customer-complaints
Every business faces customer complaints at some point, but how you respond could actually result in a repeat customer for life. Learn common customer service mistakes to avoid, how to prepare your team for complaints, and how to respond to complaints in our complete guide.
https://mafiadoc.com/customer-complaints-and-organizational-responses_598bb61c1723ddcd69889c9e.html
Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty Osman M. Karatepe School of Tourism and Hospitality Management, Eastern Mediterranean University, Gazimagusa, Turkish Republic of Northern Cyprus, via Mersin 10, Turkey
https://thethrivingsmallbusiness.com/customer-complaint-procedures/
Apr 27, 2016 · It is important to document and track complaints. There are formal complaint tracking systems that can help you keep track of complaints. Document: Date, time, description of complaint, employees involved, what customer wanted, what was given to the customer, was the issue resolved, follow-up with the customer at a later time.
https://www.managementstudyguide.com/customer-response.htm
Responses have numerous combinations of features and aspects by which questionnaires can be easily produced. Following are the situations a customer can fall into after they get responses. Customers can be totally satisfied by the type of response with a positive feeling towards the respondent.
https://www.deepdyve.com/lp/emerald-publishing/the-effects-of-organizational-responses-to-complaints-on-satisfaction-A5oJLcYdyg
Dec 01, 2004 · Read "The effects of organizational responses to complaints on satisfaction and loyalty: a study of hotel guests in Northern Cyprus, Managing Service Quality" on DeepDyve, the largest online rental service for scholarly research with thousands of academic publications available at your fingertips.
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