Concepedia

Customer Complaint Resolution

Customer Complaint Resolution is a structured organizational process within customer relationship management that systematically identifies, analyzes, and addresses customer grievances to restore satisfaction and enhance loyalty.

190

Publications

18.2K

Citations

409

Authors

219

Institutions

Publications per year

2017–2026

43

Parents

Publications

190

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Stephen S. Tax, Stephen Brown, Murali Chandrashekaran · Journal of Marketing · 1998 · 2.1K citations

, , +17

Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis

Claes Fornell, Birger Wernerfelt · Journal of Marketing Research · 1987 · 1.3K citations

, , +11

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Stephen S. Tax, Stephen Brown, Murali Chandrashekaran · Journal of Marketing · 1998 · 1.2K citations

, , +17

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

Organizational Responses to Customer Complaints: What Works and What Doesn’t

Moshe Davidow · Journal of Service Research · 2003 · 602 citations

, , +17

1–5 of 190

Authors

409

  1. MD
    Moshe Davidow

    University of Haifa, Israel

    4 publications · 1.1K citations

    4

    h-index

  2. CF
    Claes Fornell

    University of Michigan, United States

    4 publications · 2.3K citations

    4

    h-index

  3. BT
    Bård Tronvoll

    Karlstad University, Sweden

    4 publications · 412 citations

    4

    h-index

  4. BW
    Birger Wernerfelt

    Massachusetts Institute of Technology, United States

    3 publications · 2.1K citations

    3

    h-index

  5. AJ
    Amy J.C. Trappey

    National Tsing Hua University, Taiwan

    3 publications · 536 citations

    3

    h-index

1–5 of 409

Institutions

219

  1. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    5 h-index

    8 publications

    467 citations

  2. Universidad Pablo de Olavide

    Seville, Spain

    3 h-index

    3 publications

    244 citations

  3. University of Nevada, Las Vegas

    Las Vegas, United States

    3 h-index

    5 publications

    298 citations

  4. University of Central Florida

    Orlando, United States

    3 h-index

    4 publications

    185 citations

  5. Universidad de Oviedo

    Oviedo, Spain

    3 h-index

    7 publications

    327 citations

  6. Pennsylvania State University

    State College, United States

    3 h-index

    4 publications

    117 citations

  7. National Chengchi University

    Taipei, Taiwan

    2 h-index

    3 publications

    227 citations

  8. University of Sheffield

    Sheffield, United Kingdom

    2 h-index

    4 publications

    60 citations

1–8 of 219

Venues

  1. Journal of Services Marketing

    7 publications · 991 citations

    7

    h-index

  2. Managing Service Quality

    MSQ · 7 publications · 611 citations

    7

    h-index

  3. Journal of Service Research

    JSR · 7 publications · 1.3K citations

    7

    h-index

  4. Journal of Marketing

    JM · 6 publications · 3.8K citations

    6

    h-index

  5. Journal of Business Research

    JBR · 4 publications · 262 citations

    4

    h-index

1–5