Concepedia

Complaint Fairness

Complaint Fairness is a theoretical construct in consumer complaint resolution that denotes the perceived equity and impartiality in the processes and outcomes through which consumer grievances are addressed by organizations.

19

Publications

1.3K

Citations

39

Authors

26

Institutions

Publications per year

2017–2026

4

Parents

Publications

19

Customer complaints and organizational responses: the effects of complainants’ perceptions of justice on satisfaction and loyalty

Osman M. Karatepe · International Journal of Hospitality Management · 2005 · 302 citations

, , +16

Internal Dispute Resolution: The Transformation of Civil Rights in the Workplace

Lauren B. Edelman, Howard S. Erlanger, John Lande · Law & Society Review · 1993 · 210 citations

, , +16

Consumer Evaluations of Responses to Complaints: What’s Fair and Why

Cathy Goodwin, Ivan Ross · Journal of Consumer Marketing · 1990 · 149 citations

, , +16

Participation and exclusion in third party complaints

Trine Heinemann · Journal of Pragmatics · 2008 · 85 citations

, , +8

Patient expectations of fair complaint handling in hospitals: empirical data

R.D. Friele, E.M. Sluijs · BMC Health Services Research · 2006 · 85 citations · Full text

, , +17

1–5 of 19

Authors

39

  1. CG
    Cathy Goodwin

    University of Alaska Fairbanks, United States

    2 publications · 198 citations

    2

    h-index

  2. IR
    Ivan Ross

    University of Minnesota, United States

    2 publications · 198 citations

    2

    h-index

  3. TL
    Tammy Landau

    University of Toronto, Canada

    1 publications · 39 citations

    1

    h-index

  4. JL
    John Lande

    University of Missouri, United States

    1 publications · 210 citations

    1

    h-index

  5. JN
    Jin Nam Choi

    Seoul National University, South Korea

    1 publications · 79 citations

    1

    h-index

1–5 of 39

Institutions

26

  1. University of Toronto

    Toronto, Canada

    2 h-index

    3 publications

    85 citations

  2. University of Alaska Fairbanks

    Fairbanks, United States

    2 h-index

    2 publications

    198 citations

  3. University of Minnesota

    Minneapolis, United States

    2 h-index

    2 publications

    198 citations

  4. University of Manchester

    Manchester, United Kingdom

    1 h-index

    1 publications

    10 citations

  5. Shanghai University

    Shanghai, China

    1 h-index

    1 publications

    19 citations

  6. Griffith University

    Brisbane, Australia

    1 h-index

    3 publications

    57 citations

  7. Netherlands Institute for Health Services Research

    Utrecht, The Netherlands

    1 h-index

    2 publications

    170 citations

  8. University of Missouri

    Columbia, United States

    1 h-index

    1 publications

    210 citations

1–8 of 26

Venues

  1. Journal of Business Research

    JBR · 2 publications · 68 citations

    2

    h-index

  2. Journal of Services Marketing

    1 publications · 49 citations

    1

    h-index

  3. International Journal of Bank Marketing

    1 publications · 15 citations

    1

    h-index

  4. BMC Health Services Research

    1 publications · 85 citations

    1

    h-index

  5. Journal of Pragmatics

    1 publications · 85 citations

    1

    h-index

1–5