Complaint Resolution Effectiveness is a metric that quantifies the degree to which a complaint resolution process successfully addresses customer grievances by restoring satisfaction, resolving the issue within agreed timeframes, and minimizing recurrence, thereby distinguishing it from broader measures of service quality or customer satisfaction.
28
Publications
3K
Citations
63
Authors
47
Institutions
Publications per year
2017–2026
4
Parents
Publications
28
1–5 of 28
Authors
63
- AJ
2
h-index
- HR
2
h-index
- CH
2
h-index
- TG
2
h-index
- AFAndreas Fürst
Friedrich-Alexander-Universität Erlangen-Nürnberg, Germany
2 publications · 839 citations
2
h-index
1–5 of 63
Institutions
47
Portland State University
Portland, United States
2 h-index
4 publications
270 citations
University of Mannheim
Mannheim, Germany
2 h-index
3 publications
1.6K citations
Smith College
Northampton, United States
1 h-index
1 publications
24 citations
University of Nevada, Las Vegas
Las Vegas, United States
1 h-index
1 publications
22 citations
Université de Lorraine
Nancy, France
1 h-index
1 publications
24 citations
California State University, San Bernardino
San Bernardino, United States
1 h-index
1 publications
35 citations
Fordham University
New York, United States
1 h-index
1 publications
191 citations
Ludwigsburg University of Education
Ludwigsburg, Germany
1 h-index
2 publications
116 citations
1–8 of 47
Venues
- Journal of Service Research
JSR · 3 publications · 1.2K citations
3
h-index
- Journal of Marketing
JM · 3 publications · 892 citations
3
h-index
- International Journal of Hospitality Management
2 publications · 120 citations
2
h-index
- The Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior
2 publications · 44 citations
2
h-index
- Journal of Business Research
JBR · 1 publications · 77 citations
1
h-index
1–5