...@griffith.edu.au © Emerald Group Publishing Limited 2016 Internet Stress Customer satisfaction Complaints Coping Online reviews Customers are increasingly using the internet to express opinions regarding the products and services they purchase (King et al., 2014). Over the past...

...Thorsten Gruber Purpose Using a realist perspective, this paper seeks to investigate how complaining customers want to be treated by frontline employees in personal complaint handling encounters. For this purpose, an exploratory research study using the qualitative laddering interviewing technique...

...Bård Tronvoll Purpose This study aims to investigate pre‐complaint situations and has a threefold purpose: to identify a set of negative emotions experienced in unfavourable service experiences, to examine the patterns of these negative emotions and to link these negative emotions to complaint...

... Emerald Group Publishing Limited 2010 Social capital Feedback Complaints Learning organizations Customer satisfaction With the advent of the knowledge economy, organizational knowledge, or intellectual capital has become a main source of competitive advantage (Adler and Seok‐Woo, 2002...

... Two experimental studies: 2 (complaint versus no complaint)×3 (employee effort (EE): high versus low versus no)×2 (compensation versus no compensation) were used to test the research hypotheses in a restaurant context. Findings In cases of other‐customer failure, the outcome valence (failure...

.... The generalisability of the findings might, therefore, be limited. The study demonstrates that consumer complaint behaviour in this monopolistic market differs from behaviour reported in competitive markets. Moreover, the study indicates that complainers in this monopolistic market are confronted with different...

... be contacted at: park4@purdue.edu © Emerald Group Publishing Limited 2006 Customer satisfaction Complaints Electronic commerce Consumer behaviour Online retailing has grown and expanded exponentially since its relatively recent inception. The importance of the internet to retailers...

... rates between the two types of service encounters. Attributes this finding to the high reliance of traditional complaining methods in both types of service encounters. Finds, however, that complaints about technology‐based service encounters have significantly higher response rates than complaints about...

...Robert Johnston This paper contends that complaint management should result in customer satisfaction but more importantly it should lead to operational improvement and improved financial performance. It is argued that many organisations ignore the operational value of complaints and as a result...