Concepedia

Consumer Complaint Resolution

Consumer Complaint Resolution is a procedural mechanism within consumer protection and consumer banking regulation that entails the systematic receipt, investigation, and adjudication of consumer grievances, with the aim of providing fair, timely, and transparent redress and using complaint outcomes to correct provider practices and prevent future consumer harm.

142

Publications

9.5K

Citations

272

Authors

146

Institutions

Publications per year

2017–2026

34

Parents

Children

Publications

142

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

The effects of customer service on consumer complaining behavior

Jeffrey G. Blodgett, Kirk L. Wakefield, James H. Barnes · Journal of Services Marketing · 1995 · 430 citations

, , +17

When Consumers Complain: A Path Analysis of the Key Antecedents of Consumer Complaint Response Estimates

Jagdip Singh, Robert E. Wilkes · Journal of the Academy of Marketing Science · 1996 · 427 citations

, , +15

Complaints online: The case of TripAdvisor

Camilla Vásquez · Journal of Pragmatics · 2010 · 299 citations

, , +8

Service Problems and Recovery Stratégies: An Experiment

Terrence J. Levesque, Gordon H.G. McDougall · Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration · 2000 · 277 citations · Full text

, , +17

1–5 of 142

Authors

272

  1. CF
    Claes Fornell

    University of Michigan, United States

    4 publications · 362 citations

    4

    h-index

  2. JM
    Jeanne M. Hogarth

    Federal Reserve, United States

    3 publications · 69 citations

    3

    h-index

  3. RA
    Robert A. Westbrook

    Rice University, United States

    3 publications · 318 citations

    3

    h-index

  4. JK
    Jane Kolodinsky

    University of Vermont, United States

    3 publications · 95 citations

    3

    h-index

  5. CG
    Chris Gill

    Washington University in St. Louis, United States

    1 publications · 36 citations

    2

    h-index

1–5 of 272

Institutions

146

  1. Pennsylvania State University

    State College, United States

    3 h-index

    5 publications

    127 citations

  2. University of Oxford

    Oxford, United Kingdom

    3 h-index

    5 publications

    113 citations

  3. University of Nevada, Las Vegas

    Las Vegas, United States

    3 h-index

    6 publications

    271 citations

  4. University of Newcastle Australia

    Newcastle, Australia

    3 h-index

    3 publications

    132 citations

  5. Monash University

    Melbourne, Australia

    2 h-index

    2 publications

    66 citations

  6. University of Georgia

    Athens, United States

    2 h-index

    2 publications

    26 citations

  7. Queen Margaret University

    Edinburgh, United Kingdom

    2 h-index

    3 publications

    108 citations

  8. Yale University

    New Haven, United States

    2 h-index

    3 publications

    55 citations

1–8 of 146

Venues

  1. 9

    h-index

  2. Journal of Services Marketing

    6 publications · 847 citations

    6

    h-index

  3. ACR North American Advances

    6 publications · 528 citations

    6

    h-index

  4. Journal of Marketing

    JM · 5 publications · 1.3K citations

    5

    h-index

  5. Journal of Consumer Affairs

    JCA · 5 publications · 176 citations

    5

    h-index

1–5