Concepedia

Consumer Complaining Behavior

Consumer Complaining Behavior is a consumer response pattern, within the domain of customer satisfaction, that is distinguished by the deliberate expression of dissatisfaction with a product, service, or firm performance through voice, private, or third-party actions aimed at redress or relief.

317

Publications

26.5K

Citations

596

Authors

307

Institutions

Publications per year

2017–2026

59

Parents

Publications

317

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Matthew L. Meuter, Amy L. Ostrom, Robert I. Roundtree et al. · Journal of Marketing · 2000 · 2.9K citations

, , +17

When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance

Yany Grégoire, Thomas M. Tripp, Renaud Legoux · Journal of Marketing · 2009 · 944 citations

, , +16

Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues

Jagdip Singh · Journal of Marketing · 1988 · 906 citations

, , +17

The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions

Jeffrey G. Blodgett, Donald H. Granbois, Rockney G. Walters · Journal of Retailing · 1993 · 621 citations

, , +10

A Field Study of Causal Inferences and Consumer Reaction: The View from the Airport

Valerie S. Folkes, Susan Koletsky, John L. Graham · Journal of Consumer Research · 1987 · 613 citations

, , +17

1–5 of 317

Authors

596

  1. JG
    Jeffrey G. Blodgett

    University of Mississippi, United States

    5 publications · 1.3K citations

    5

    h-index

  2. AS
    Anna S. Mattila

    Pennsylvania State University, United States

    5 publications · 441 citations

    5

    h-index

  3. DE
    Dennis E. Garrett

    University of Oklahoma, United States

    5 publications · 165 citations

    5

    h-index

  4. MD
    Moshe Davidow

    University of Haifa, Israel

    4 publications · 1.2K citations

    4

    h-index

  5. DG
    Doğan Gürsoy

    Washington State University, United States

    4 publications · 265 citations

    4

    h-index

1–5 of 596

Institutions

307

  1. Pennsylvania State University

    State College, United States

    9 h-index

    17 publications

    1.6K citations

  2. Washington State University

    Pullman, United States

    8 h-index

    11 publications

    1.4K citations

  3. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    7 h-index

    10 publications

    488 citations

  4. Virginia Tech

    Blacksburg, United States

    6 h-index

    8 publications

    467 citations

  5. University of Nevada, Las Vegas

    Las Vegas, United States

    6 h-index

    11 publications

    509 citations

  6. Purdue University West Lafayette

    West Lafayette, United States

    6 h-index

    14 publications

    584 citations

  7. Universitat de València

    Valencia, Spain

    5 h-index

    10 publications

    436 citations

  8. Case Western Reserve University

    Cleveland, United States

    5 h-index

    5 publications

    2K citations

1–8 of 307

Venues

  1. Journal of Services Marketing

    17 publications · 2.6K citations

    17

    h-index

  2. 16

    h-index

  3. ACR North American Advances

    13 publications · 620 citations

    13

    h-index

  4. Journal of Consumer Affairs

    JCA · 13 publications · 861 citations

    13

    h-index

  5. Journal of Service Research

    JSR · 9 publications · 1.8K citations

    9

    h-index

1–5