Concepedia

Complaint Resolution Satisfaction

Complaint Resolution Satisfaction is a psychological construct that denotes the degree to which a complainant perceives that a formal grievance has been addressed equitably, effectively, and in a manner that fulfills their procedural, interactional, and outcome-related expectations.

12

Publications

1.7K

Citations

29

Authors

17

Institutions

Publications per year

2017–2026

2

Parents

Publications

12

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

What Drives Customer Loyalty with Complaint Resolution?

Tor W. Andreassen · Journal of Service Research · 1999 · 179 citations

, , +17

Beyond loyalty: customer satisfaction, loyalty, and fortitude

Martin Fraering, Michael S. Minor · Journal of Services Marketing · 2013 · 149 citations

, , +17

The Role of Public and Private Complaining in Satisfaction with Problem Resolution

William O. Bearden, Richard L. Oliver · Journal of Consumer Affairs · 1985 · 126 citations

, , +17

Patients' complaints about medical practice

Ann Daniel, Raymond J Burn, Stefan Horarlk · The Medical Journal of Australia · 1999 · 78 citations

, , +14

1–5 of 12

Authors

29

  1. RG
    Richard G. Netemeyer

    University of Virginia, United States

    1 publications · 949 citations

    1

    h-index

  2. DJ
    Daniel J. Mount

    Pennsylvania State University, United States

    1 publications · 17 citations

    1

    h-index

  3. KL
    Kendra L. Harris

    1 publications · 16 citations

    1

    h-index

  4. LP
    Ljudevit Pranić

    University of Split, Croatia

    1 publications · 53 citations

    1

    h-index

  5. WC
    Wei-Lung Chang

    China University of Technology, Taiwan

    1 publications · 15 citations

    1

    h-index

1–5 of 29

Institutions

17

  1. Temple University

    Philadelphia, United States

    1 h-index

    1 publications

    53 citations

  2. University of Split

    Split, Croatia

    1 h-index

    1 publications

    53 citations

  3. The University of Texas Rio Grande Valley

    Edinburg, United States

    1 h-index

    1 publications

    149 citations

  4. China University of Technology

    Taipei, Taiwan

    1 h-index

    1 publications

    15 citations

  5. University of Evansville

    Evansville, United States

    1 h-index

    1 publications

    149 citations

  6. Richard Wolf (Germany)

    Knittlingen, Germany

    1 h-index

    2 publications

    252 citations

  7. UNSW Sydney

    Sydney, Australia

    1 h-index

    3 publications

    234 citations

  8. National Taipei University of Business

    Taipei, Taiwan

    1 h-index

    1 publications

    15 citations

1–8 of 17

Venues

  1. Journal of Services Marketing

    2 publications · 204 citations

    2

    h-index

  2. Journal of Service Research

    JSR · 1 publications · 179 citations

    1

    h-index

  3. Journal of Air Transport Management

    1 publications · 15 citations

    1

    h-index

  4. Journal of Hospitality & Leisure Marketing

    JHLM · 1 publications · 17 citations

    1

    h-index

  5. Cogent Business & Management

    1 publications · 15 citations

    1

    h-index

1–5