... 2025 02 04 2026 01 06 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Customer complaint behavior Social networks Complaint contagion Social learning theory Customer-to-customer Communication National Natural...

... Licensed re-use rights only Given the role of communication in relationship development and maintenance, the purpose of this study is to examine the multidimensional nature of relationship communication and examine its association with customers’ cognitive and affective states (consisting of trust...

... violation has occurred. Recent research in crisis communication management suggests that an appropriate response depends on the situation or type of crisis. This study seeks to investigate the role of violation type (intentional harm v. harm due to external cause) and communication response (apology v...

...Cynthia Webster; D.S. Sundaram Purpose This study aims to examine the relationship between service providers' communication style and customer satisfaction and how service criticality and nature moderate this relationship. Design/methodology/approach The methodology included systematic...

... was compared with two other signals, word‐of‐mouth communication about a service brand and popularity of a service brand, for the ability to influence anticipated satisfaction with a homeowners' insurance product.The three signals appeared as factors in two experiments. The factor levels were favorable, absent...

...Rajshekhar G. Javalgi; Charles L. Martin; Patricia R. Todd Advancements in information and communication technologies have created unprecedented opportunities to services providers in both developing and developed countries. The service sector represents one of the fastest growing areas of exports...

...Amit Bhatnagar The last few years have witnessed the an increase in the importance of web‐based call service centers, which can effectively manage the consumer communications necessary for consumer satisfaction and loyalty. Many small firms lacking the financial and manpower resources to establish...