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Journal of Strategic Marketing Volume 18, 2010 - Issue 7: Competitive Intelligence, Analysis & Strategy
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Papers: Competitive Intelligence

Complaints are a firm's best friend

Sophie Larivet Department of Marketing, Ecole Superieure du Commerce Exterieur (ESCE), Pôle Universitaire Léonard de Vinci, Paris La Défense cedex, 92916, FranceCorrespondence[email protected]
&
François Brouard Sprott School of Business, Carleton University, 1125 Colonel By Drive, 824 Dunton Tower, Ottawa, Ontario, K1S 5B6, Canada
Pages 537-551 | Accepted 26 Sep 2010, Published online: 13 Dec 2010

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Read on this site (3)

Aswin Sangpikul. (2022) Understanding the Subjective and Objective Assessments of Service Quality through Spa Customers’ E-complaints in Bangkok. Journal of Quality Assurance in Hospitality & Tourism 23:3, pages 569-596.
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Xiang Ying Mei, Ingrid K. Bagaas & Erling K. L. Relling. (2019) Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?. The International Review of Retail, Distribution and Consumer Research 29:1, pages 63-78.
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Mithat Zeki Dinçer & Zaid Alrawadieh. (2017) Negative Word of Mouse in the Hotel Industry: A Content Analysis of Online Reviews on Luxury Hotels in Jordan. Journal of Hospitality Marketing & Management 26:8, pages 785-804.
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Articles from other publishers (11)

May McCreaddie, Bethan Benwell & Alice Gritti. (2021) A qualitative study of National Health Service (NHS) complaint-responses. BMC Health Services Research 21:1.
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S.süreyya BENGÜL. (2019) Müşteri Şikayet Yönetimi Kalitesi Belirleyicilerinin Marka İmajı ve Marka Bağlılığı Üzerindeki Etkisi. Galatasaray Üniversitesi İleti-ş-im Dergisi:31, pages 251-276.
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Bernd Stauss & Wolfgang SeidelBernd Stauss & Wolfgang Seidel. 2019. Effective Complaint Management. Effective Complaint Management 25 33 .
Berna Tari Kasnakoglu, Cengiz Yilmaz & Kaan Varnali. (2016) An asymmetric configural model approach for understanding complainer emotions and loyalty. Journal of Business Research 69:9, pages 3659-3672.
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Petra Kipfelsberger, Dennis Herhausen & Heike Bruch. (2016) How and when customer feedback influences organizational health. Journal of Managerial Psychology 31:2, pages 624-640.
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Yllka Azemi & Wilson Ozuem. 2016. Competitive Social Media Marketing Strategies. Competitive Social Media Marketing Strategies 112 135 .
SPYROS ARVANITIS, BARBARA FUCHS & MARTIN WOERTER. (2015) OPENING UP THE INNOVATION PROCESS: OUTSIDE-IN INVOLVEMENT OF INNOVATIVE USERS AND ESTABLISHED FIRMS' INNOVATION PERFORMANCE. International Journal of Innovation Management 19:02, pages 1550029.
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Petra Kipfelsberger, Heike Bruch & Dennis Herhausen. (2015) Energizing Companies through Customer Compliments. Marketing Review St. Gallen 32:1, pages 80-89.
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Stefan Garding & Andrea BrunsStefan Garding & Andrea Bruns. 2015. Complaint Management and Channel Choice. Complaint Management and Channel Choice 13 26 .
Stefan Garding & Andrea BrunsStefan Garding & Andrea Bruns. 2015. Complaint Management and Channel Choice. Complaint Management and Channel Choice 1 12 .
Giacomo Del Chiappa & Stefano Dall’Aglio. 2012. Information and Communication Technologies in Tourism 2012. Information and Communication Technologies in Tourism 2012 448 459 .

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