Complaint Resolution

Complaint Resolution is a service management process within guest experience management that systematically addresses and rectifies guest grievances to restore satisfaction and maintain service quality.

327

Publications

24.5K

Citations

656

Authors

339

Institutions

Publications per year

2017–2026

Parents

Guest Experience Management

Children

Complaint Channel ManagementComplaint ExpressionComplaint Recovery ProcessesComplaint Resolution EffectivenessComplaint Resolution MetricsComplaint Resolution SatisfactionComplaint-handling QualityCustomer RedressCustomer Retention After ComplaintsFrontline Employee Complaint Handling

Publications

327

Selected Determinants of Consumer Satisfaction and Complaint Reports

William O. Bearden, Jesse E. Teel · Journal of Marketing Research · 1983 · 1.3K citations

Business, Marketing, Marketing Management +15

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

Business, Marketing, Marketing Management +16

Service recovery: Impact on satisfaction and intentions

Richard A. Spreng, Gilbert D. Harrell, Robert Mackoy · Journal of Services Marketing · 1995 · 656 citations

Business, Marketing, Marketing Management +17

Organizational Responses to Customer Complaints: What Works and What Doesn’t

Moshe Davidow · Journal of Service Research · 2003 · 602 citations

Management, Organization Studies, Organizational Behavior +17

Selected Determinants of Consumer Satisfaction and Complaint Reports

William O. Bearden, Jesse E. Teel · Journal of Marketing Research · 1983 · 537 citations

Business, Marketing, Marketing Management +15

1–5 of 327

Authors

656

AS
Anna S. Mattila
Pennsylvania State University, United States
6 publications · 466 citations
6
h-index
TG
Thorsten Gruber
University of Manchester, United Kingdom
6 publications · 247 citations
6
h-index
WO
William O. Bearden
University of South Carolina, United States
5 publications · 2.2K citations
5
h-index
EH
Erdoğan H. Ekiz
Hong Kong Polytechnic University, Hong Kong SAR China
4 publications · 255 citations
4
h-index
IS
Isabelle Szmigin
University of Birmingham, United Kingdom
4 publications · 229 citations
4
h-index

1–5 of 656

Institutions

339

1–8 of 339

Venues

Managing Service Quality
MSQ · 12 publications · 894 citations
12
h-index
Journal of Services Marketing
11 publications · 1.7K citations
11
h-index
The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior
12 publications · 361 citations
11
h-index
Journal of Service Research
JSR · 10 publications · 1.9K citations
10
h-index
ACR North American Advances
8 publications · 586 citations
8
h-index

1–5