Concepedia

Complaint-handling Quality

Complaint-Handling Quality is a construct in service management that denotes the degree to which an organization's processes for receiving, assessing, responding to, and resolving customer complaints meet or exceed established standards of effectiveness, efficiency, fairness, and customer satisfaction.

56

Publications

3.1K

Citations

151

Authors

105

Institutions

Publications per year

2017–2026

19

Parents

Publications

56

Target Complaints as Criteria of Improvement

Carolyn C. Battle, Stanley D. Imber, Rudolf Hoehn‐Saric et al. · American Journal of Psychotherapy · 1966 · 472 citations

, , +10

A meta-analysis of satisfaction with complaint handling in services

Chiara Orsingher, Sara Valentini, Matteo De Angelis · Journal of the Academy of Marketing Science · 2009 · 364 citations

, , +12

Justice perceptions of complaint-handling: a cross-cultural comparison between PRC and Canadian customers

Michael K. Hui, Kevin Au · Journal of Business Research · 2001 · 149 citations

, , +14

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

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

, , +16

“Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media

Ana Javornik, Raffaele Filieri, Ralph Gumann · Journal of Interactive Marketing · 2020 · 133 citations

, , +12

1–5 of 56

Authors

151

  1. TG
    Thorsten Gruber

    University of Manchester, United Kingdom

    3 publications · 154 citations

    3

    h-index

  2. AB
    Anindhyta Budiarti

    Universitas Patria Artha, Indonesia

    2 publications · 27 citations

    2

    h-index

  3. CP
    Cristiane Pizzutti dos Santos

    Universidade Federal do Rio Grande do Sul, Brazil

    2 publications · 129 citations

    2

    h-index

  4. IS
    Isabelle Szmigin

    University of Birmingham, United Kingdom

    2 publications · 103 citations

    2

    h-index

  5. DF
    Daniel Fernandes

    Universidade Católica Portuguesa, Portugal

    2 publications · 129 citations

    2

    h-index

1–5 of 151

Institutions

105

  1. Erasmus University Rotterdam

    Rotterdam, The Netherlands

    2 h-index

    2 publications

    129 citations

  2. Newcastle University

    Newcastle upon Tyne, United Kingdom

    2 h-index

    3 publications

    300 citations

  3. Centre National de la Recherche Scientifique

    Paris, France

    2 h-index

    2 publications

    38 citations

  4. Universidade Federal do Rio Grande do Sul

    Porto Alegre, Brazil

    2 h-index

    2 publications

    129 citations

  5. University of Manchester

    Manchester, United Kingdom

    2 h-index

    5 publications

    249 citations

  6. University of Alaska Fairbanks

    Fairbanks, United States

    1 h-index

    1 publications

    149 citations

  7. EM Strasbourg Business School

    Strasbourg, France

    1 h-index

    1 publications

    86 citations

  8. Université Toulouse-I-Capitole

    Toulouse, France

    1 h-index

    1 publications

    19 citations

1–8 of 105

Venues

  1. Journal of Marketing Management

    MM · 4 publications · 172 citations

    4

    h-index

  2. Journal of Retailing and Consumer Services

    3 publications · 147 citations

    3

    h-index

  3. Journal of Business Research

    JBR · 3 publications · 219 citations

    3

    h-index

  4. Journal of Consumer Marketing

    2 publications · 164 citations

    2

    h-index

  5. Journal of the Academy of Marketing Science

    2 publications · 446 citations

    2

    h-index

1–5