...Suhail Ahmad Bhat; Mushtaq Ahmad Darzi Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer...

... justice) and affective responses (positive and negative emotions) on satisfaction with complaint handling. Design/methodology/approach The sample used in this study consists of 679 subjects who, over the last six months, had experienced service failures and had afterwards complained. The data were...

...Ana B. Casado‐Díaz; Francisco J. Mas‐Ruiz; Ricardo Sellers‐Rubio Purpose The purpose of this paper is to focus on the impact of third‐party complaints on firm performance. It aims to use a financial measurement of performance, the variation in firm share returns in the stock market following...

... of liberalization‐ privatization‐globalization. It attempts to fill a great void in debates that consistently neglected every voice except that of the triumphant customer by giving some room for the managerial viewpoint as well. This mission is undertaken in the context of customer complaints regarding failure...

... of switching retail banking services by investigating the problems that influence both switching behaviour and complaints made prior to exit. Empirical evidence was drawn from 694 mail surveys collected from banking customers in Australia and New Zealand. The reasons for switching banks were classified...