Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

19982,146 citationsJournal Article

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Abstract

Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully...

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Customer Service Quality and Loyalty Corporate Identity and Reputation Technology Adoption and User Behaviour

Publication Details

Published in: Journal of Marketing

Volume 62, Issue 2, pp. 60-60

DOI: 10.2307/1252161

Field-Weighted Citation Impact: 51.58

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Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Authors

Abstract

Topics & Keywords

Publication Details