Concepedia

Complaint Handling Process

Complaint Handling Process is a structured organizational procedure that systematically identifies, receives, evaluates, resolves, and documents customer complaints to enhance service quality and customer satisfaction.

160

Publications

13.5K

Citations

349

Authors

209

Institutions

Publications per year

2017–2026

29

Parents

Publications

160

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Stephen S. Tax, Stephen Brown, Murali Chandrashekaran · Journal of Marketing · 1998 · 2.1K citations

, , +17

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Stephen S. Tax, Stephen Brown, Murali Chandrashekaran · Journal of Marketing · 1998 · 1.2K citations

, , +17

Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent

James G. Maxham, Richard G. Netemeyer · Journal of Retailing · 2002 · 949 citations

, , +16

How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach

Christian Homburg, Andreas Fürst · Journal of Marketing · 2005 · 757 citations

, , +17

Why Don't Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior

N. Stephens, Kevin P. Gwinner · Journal of the Academy of Marketing Science · 1998 · 468 citations

, , +15

1–5 of 160

Authors

349

  1. TG
    Thorsten Gruber

    University of Manchester, United Kingdom

    6 publications · 314 citations

    6

    h-index

  2. SY
    Sophie Yahui Hsieh

    Ming Chuan University, Taiwan

    5 publications · 126 citations

    5

    h-index

  3. RV
    Roediger Voss

    University of Manchester, United Kingdom

    4 publications · 187 citations

    4

    h-index

  4. IS
    Isabelle Szmigin

    University of Birmingham, United Kingdom

    4 publications · 187 citations

    4

    h-index

  5. MC
    Mary C. Gilly

    University of California, Irvine, United States

    4 publications · 426 citations

    4

    h-index

1–5 of 349

Institutions

209

  1. Ming Chuan University

    Taoyuan District, Taiwan

    5 h-index

    5 publications

    126 citations

  2. University of Manchester

    Manchester, United Kingdom

    5 h-index

    8 publications

    385 citations

  3. University of California, Irvine

    Irvine, United States

    4 h-index

    4 publications

    426 citations

  4. University of Birmingham

    Birmingham, United Kingdom

    4 h-index

    4 publications

    260 citations

  5. Portland State University

    Portland, United States

    3 h-index

    5 publications

    335 citations

  6. University of Warwick

    Coventry, United Kingdom

    3 h-index

    5 publications

    539 citations

  7. University of Mannheim

    Mannheim, Germany

    3 h-index

    6 publications

    1.7K citations

  8. National Tsing Hua University

    Hsinchu, Taiwan

    3 h-index

    3 publications

    139 citations

1–8 of 209

Venues

  1. 6

    h-index

  2. Journal of Marketing

    JM · 5 publications · 4.3K citations

    5

    h-index

  3. Managing Service Quality

    MSQ · 5 publications · 320 citations

    5

    h-index

  4. Journal of the Academy of Marketing Science

    3 publications · 914 citations

    3

    h-index

  5. 3

    h-index

1–5