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Journal of Relationship Marketing Volume 7, 2008 - Issue 4: Managing Service Relationships
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Original Articles

Understanding the Role of Complaint Handling on Consumer Loyalty in Service Relationships

Sandra Rothenberger Department of Strategic Management, Marketing and Tourism, Innsbruck University School of Management, Innsbruck, Austria
,
Dhruv Grewal Babson College, Babson Park, MA
&
Gopalkrishnan R. Iyer Center for Services Marketing & Management, Florida Atlantic University, Boca Raton, FL
Pages 359-376 | Published online: 12 Dec 2008

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Sarabjit Kaur Sidhu, Fon Sim Ong & M. S. Balaji. (2023) Moderating Role of Consumers’ Attachment Style on Post-Recovery Satisfaction Behavior. Journal of Relationship Marketing 22:4, pages 354-380.
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Moutusy Maity & Seema Gupta. (2016) Mediating Effect of Loyalty Program Membership on the Relationship Between Advertising Effectiveness and Brand Loyalty. Journal of Marketing Theory and Practice 24:4, pages 462-481.
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M. S. Balaji, Subhash Jha & Marla B. Royne. (2015) Customer e-complaining behaviours using social media. The Service Industries Journal 35:11-12, pages 633-654.
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Stephan C. Henneberg, Thorsten Gruber, Alexander Reppel, Peter Naudé, Bahar Ashnai, Frank Huber & Ilma Nur Chowdhury. (2015) A Cross-Cultural Comparison of Business Complaint Management Expectations. Journal of Marketing Theory and Practice 23:3, pages 254-271.
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Thorsten Gruber, Ibrahim Abosag, Alexander Reppel, Isabelle Szmigin & Martin Löfgren. (2013) Does culture impact preferred employee attributes in complaint-handling encounters?. Total Quality Management & Business Excellence 24:11-12, pages 1301-1315.
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Articles from other publishers (17)

Bita Hajihashemi. (2023) Understanding and Managing Customer Complaints. SSRN Electronic Journal.
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Lei Wang, Ram Gopal, Ramesh Shankar & Joseph Pancras. (2022) Forecasting venue popularity on location‐based services using interpretable machine learning. Production and Operations Management 31:7, pages 2773-2788.
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Nazlı Gülfem Gidener & Itır Ceren Morcote Santos. 2022. Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era. Challenges and Opportunities for Transportation Services in the Post-COVID-19 Era 155 175 .
Amparo Kuster-Boluda, Natalia Vila Vila & Ines Kuster. (2020) Managing international distributors’ complaints: an exploratory study. Journal of Business & Industrial Marketing 35:11, pages 1817-1829.
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Ilona Skačkauskienė & Neringa Vilkaitė-Vaitonė. 2017. Paslaugų vartotojų lojalumas. Paslaugų vartotojų lojalumas.
Hanyang Luo, Xinwei Han, Yanan Yu & Shunyu Wang. (2016) An empirical study on the effect of consumer complaints handling on consumer loyalty. An empirical study on the effect of consumer complaints handling on consumer loyalty.
Stefanie W. Kuhn & Pierre G. Mostert. (2015) Relationship intention amongst clothing retail customers: An exploratory study. Acta Commercii 15:1.
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Ingmar Geiger & Michael Kleinaltenkamp. 2015. Business Relationship Management and Marketing. Business Relationship Management and Marketing 195 243 .
Sietske Lhoest-Snoeck, Erjen van Nierop & Peter C. Verhoef. (2014) For New Customers Only: A Study on the Effect of Acquisition Campaigns on a Service Company's Existing Customers' CLV. Journal of Interactive Marketing 28:3, pages 210-224.
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Neringa VILKAITĖ-VAITONĖ. 2014. Paslaugų vartotojų lojalumo vertinimas. Paslaugų vartotojų lojalumo vertinimas.
Matthias Gouthier, Andreas Giese & Christopher Bartl. (2012) Service excellence models: a critical discussion and comparison. Managing Service Quality: An International Journal 22:5, pages 447-464.
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Russell Lacey. (2012) How customer voice contributes to stronger service provider relationships. Journal of Services Marketing 26:2, pages 137-144.
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Attila Endre Simay. (2012) A fogyasztói lojalitás előzményei a magyar mobiltelefonos szolgáltatási piacon – A bizalom szerepe (Antecedents of the consumer loyalty in the Hungarian telecommunication market – the role of trust). Vezetéstudomány / Budapest Management Review, pages 48-61.
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Thorsten Gruber. (2011) I want to believe they really care . Journal of Service Management 22:1, pages 85-110.
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Catherine R Coates. (2011) Practice—client relationships: handling complaints effectively. The Veterinary Nurse 2:1, pages 42-45.
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Ingmar Geiger & Michael Kleinaltenkamp. 2011. Geschäftsbeziehungsmanagement. Geschäftsbeziehungsmanagement 195 253 .
Siti Norzaimah Zainuddin. (2015) Determinants of Failed Service Quality in the Malaysia Retail Banking Sector. SSRN Electronic Journal.
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