Complaints are a firm's best friend

References

• Aguila, N. (2007, July 12). Noos Numéricâble change de nom [Noos Numericable changes name]. Infos du net. Retrieved from http://www.infos-du-net.com/actualite/11161-noos-numericable.html
   Google Scholar
• Albrecht , K. 2000 . Corporate radar: Tracking the forces that are shaping your business , New York : Amacom .
   Google Scholar
• Andreassen , T.W. 1999 . What drives customer loyalty with complaint resolution? . Journal of Service Research , 1 : 324 – 332 .
   Google Scholar
• Andreassen , T.W. 2000 . Antecedents to satisfaction with service recovery . European Journal of Marketing , 34 : 156 – 175 .
   Google Scholar
• Ang , L. and Buttle , F. 2006 . Customer retention management processes: A quantitative study . European Journal of Marketing , 40 : 83 – 99 .
   Web of Science ®Google Scholar
• Ansoff , H.I. 1975 . Managing strategic surprise by response to weak signals . California Management Review , 18 ( 2 ) : 21 – 33 .
   Web of Science ®Google Scholar
• Bell , S.J. and Luddington , J.A. 2006 . Coping with customer complaints . Journal of Service Research , 8 : 221 – 233 .
   Web of Science ®Google Scholar
• Bell , S.J. , Mengüç , B. and Stefani , S.L. 2004 . When customers disappoint: A model of relational internal marketing and customer complaints . Journal of the Academy of Marketing Science , 32 : 112 – 126 .
   Web of Science ®Google Scholar
• Bitner , M.J. , Booms , B.H. and Mohr , L.A. 1994 . Critical service encounters: The employees' viewpoint . Journal of Marketing , 58 ( 4 ) : 95 – 106 .
   Web of Science ®Google Scholar
• Blodgett , J.G. and Anderson , R.D. 2000 . A Bayesian network model of the consumer complaint process . Journal of Service Research , 2 : 321 – 338 .
   Google Scholar
• Blodgett , J.G. , Granbois , D.H. and Walters , R.G. 1993 . The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions . Journal of Retailing , 69 : 399 – 428 .
   Web of Science ®Google Scholar
• Blodgett , J.G. , Wakefield , K.L. and Barnes , J.H. 1995 . The effects of customer service on consumer complaining behavior . Journal of Services Marketing , 9 ( 4 ) : 31 – 42 .
   Google Scholar
• Brouard, F. (2000). Que la veille stratégique se lève: Faisons le point sur la terminologie et le concept [Let strategic intelligence rise: An assessment of the terminology and the concept]. Administrative Sciences Association of Canada & International Federation of Scholarly Associations of Management Joint Conference (ASAC-IFSAM), 21(6), Strategy [CD-ROM], 22–33
   Google Scholar
• Brouard , F. 2007 . “ Awareness and assessment of strategic intelligence: A diagnostic tool ” . In Managing strategic intelligence: Techniques and technologies , Edited by: Xu , M. 122 – 140 . Hershey, NY : Information Science Reference .
   Google Scholar
• Calof , J. and Fox , B. 2003 . Trade show intelligence: Intensive, exhaustive and fun . Competitive Intelligence Magazine , 6 ( 6 ) : 6 – 10 .
   Google Scholar
• Daft , R.L. and Weick , K.E. 1984 . Toward a model of organizations as interpretation systems . Academy of Management Review , 9 : 284 – 295 .
   Web of Science ®Google Scholar
• Détrie , P. 2007 . Les réclamations clients , Paris : Éditions d'Organisation . [Customer complaints]
   Google Scholar
• Elsbach , K.D. 2006 . Organizational perception management , Mahwah, NJ : Lawrence Erlbaum Associates .
   Google Scholar
• Estelami , H. 2000 . Competitive and procedural determinants of delight and disappointment in consumer complaint outcomes . Journal of Service Research , 2 : 285 – 300 .
   Google Scholar
• Fleisher , C.S. , Wright , S. and Allard , H.T. 2008 . The role of insight teams in integrating diverse marketing information management techniques . European Journal of Marketing , 42 : 836 – 851 .
   Web of Science ®Google Scholar
• Fornell , C. 2007 . The satisfied customer: Winners and losers in the battle for buyer preference , New York : Palgrave-McMillan .
   Google Scholar
• Fornell , C. and Wernerfelt , B. 1987 . Defensive marketing strategy by customer complaint management: A theoretical analysis . Journal of Marketing Research , 24 : 337 – 346 .
   Web of Science ®Google Scholar
• Fornell , C. and Wernerfelt , B. 1988 . A model for customer complaint management . Marketing Science , 7 : 287 – 298 .
   Web of Science ®Google Scholar
• Fornell , C. and Westbrook , R.A. 1979 . “ The relationship between consumer complaint magnitude and organizational status of complaint processing in large corporations ” . In New dimensions of consumer satisfaction and complaining behavior , Edited by: Day , R.L. and Hunt , H.K. 95 – 98 . Bloomington, IN : Bureau of Business Research .
   Google Scholar
• Francq , A. 2001 . “ The use of counterintelligence, security, and countermeasures ” . In Managing frontiers in competitive intelligence , Edited by: Fleisher , C.S. and Blenkhorn , D.L. 40 – 50 . Westport, CT : Quorum Books .
   Google Scholar
• Ghoshal , S. and Westney , D.E. 1991 . Organizing competitor analysis systems . Strategic Management Journal , 12 ( 1 ) : 17 – 31 .
   Google Scholar
• Gilly , M.C. 1987 . Postcomplaint processes: From organizational response to repurchase behaviour . Journal of Consumer Affairs , 21 : 293 – 313 .
   Web of Science ®Google Scholar
• Goodman , J. 1999 . Basic facts on customer complaint behavior and the impact of service on the bottom line . Competitive Advantage , 9 ( 1 ) : 1 – 5 .
   Google Scholar
• Goodwin , C. and Ross , I. 1993 . Consumer evaluations of responses to complaints: What's fair and why . Journal of Consumer Marketing , 7 ( 2 ) : 39 – 47 .
   Google Scholar
• Gordon , I.H. 2002 . Competitor targeting: Winning the battle for market and customer share , Etobicoke, Ontario : John Wiley & Sons .
   Google Scholar
• Harari , O. 1992 . Thank heaven for complainers . Management Review , 81 ( 1 ) : 59 – 60 .
   Google Scholar
• Harbulot, C., Moinet, N., & Lucas, D. (2002, September). La guerre cognitive: A la recherche de la suprématie stratégique [Cognitive war: Looking for strategic supremacy]. Paper presented at the 6th Competitive Intelligence Forum of the French Aeronautical and Astronautical Association [VIème Forum Intelligence Économique de l'Association Aéronautique et Astronautique Française], Menton, France. Retrieved from http://www.infoguerre.fr/fichiers/3AF25092002.pdf
   Google Scholar
• Harris , L.C. and Ogbonna , E. 2010 . Hiding customer complaints: Studying the motivations and forms of service employees' complaint concealment behaviours . British Journal of Management , 21 : 262 – 279 .
   Web of Science ®Google Scholar
• Harris , L.C. and Reynolds , K.L. 2004 . Jaycustomer behavior: An exploration of types and motives in the hospitality industry . Journal of Services Marketing , 18 : 339 – 357 .
   Google Scholar
• Hirschman , A.O. 1970 . Exit, voice, and loyalty: Responses to decline in firms, organizations and states , Cambridge, MA : Harvard University Press .
   Google Scholar
• Homburg , C. and Stock , R.M. 2004 . The link between salespeople's job satisfaction and customer satisfaction in a business-to-business context: A dyadic analysis . Journal of the Academy of Marketing Science , 32 : 144 – 158 .
   Web of Science ®Google Scholar
• Jennings , D.E. and Lumpkin , J.R. 1992 . Insights between environmental scanning activities and Porter's generic strategies: An empirical analysis . Journal of Management , 18 : 791 – 803 .
   Web of Science ®Google Scholar
• Jones , D.L. , McCleary , K.W. and Lepisto , L.R. 2002 . Consumer complaint behavior manifestations for table service restaurants: Identifying sociodemographic characteristics, personality, and behavioral factors . Journal of Hospitality & Tourism Research , 26 : 105 – 123 .
   Google Scholar
• Kelley , S.W. , Hoffman , K.D. and Davis , M.A. 1993 . A typology of retail failures and recoveries . Journal of Retailing , 69 : 429 – 452 .
   Web of Science ®Google Scholar
• Kim , C. , Kim , S. , Im , S. and Shin , C. 2003 . The effect of attitude and perception on consumer complaint intentions . Journal of Consumer Marketing , 20 : 352 – 371 .
   Google Scholar
• Kimmel , A.J. 2004 . Rumors and rumor control: A manager's guide to understanding and combating rumors , Mahwah, NJ : Lawrence Erlbaum Publishers .
   Google Scholar
• Kowalski , R.M. 1996 . Complaints and complaining: Functions, antecedents, and consequences . Psychological Bulletin , 119 : 179 – 196 .
   PubMed Web of Science ®Google Scholar
• Larivet , S. 2006 . L'intelligence économique: Un concept managérial [Economic intelligence: A business concept] . Market Management , 6 ( 3 ) : 22 – 35 .
   Google Scholar
• Larivet , S. 2009 . L'intelligence économique: Enquête dans 100 PME , Paris : L'Harmattan . [Economic intelligence: A survey in 100 SMEs]
   Google Scholar
• Larivet , S. and Brouard , F. 2007 . Faire de l'intelligence économique au quotidien: Application à la gestion des réclamations [Practising economic intelligence daily: The exemple of complaint management] . Market Management , 7 ( 4 ) : 5 – 25 .
   Google Scholar
• Le Bon , J. 2006 . La force de vente et les activités d'intelligence économique [Sales force and economic intelligence activities] . Revue Française de Gestion , 32 ( 163 ) : 15 – 30 .
   Google Scholar
• Lesca, H., & Blanco, S. (2002, October). Contribution à la capacité d'anticipation des entreprises par la sensibilisation aux signaux faibles [Contribution to companies' anticipation capability by raising awareness of weak signals]. Paper presented at the 6th International Conference on Small and Medium Businesses [6ème Conférence Internationale sur les Petites et Moyennes Entreprises, CIFEPME], Montreal, Canada. Retrieved from http://web.hec.ca/airepme/images/File/2002/108FA%20-%20Sylvie%20Blanco.pdf
   Google Scholar
• Liu , R.R. and McClure , P. 2001 . Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination . Journal of Consumer Marketing , 18 ( 1 ) : 54 – 75 .
   Google Scholar
• Mattila , A.S. 2004 . Consumer complaining to firms: The determinants of channel choice . Journal of Services Marketing , 18 : 147 – 155 .
   Google Scholar
• Maute , M. and Forrester , W.R. 1993 . The structure and determinants of consumer complaint intentions and behaviour . Journal of Economic Psychology , 14 : 219 – 247 .
   Web of Science ®Google Scholar
• Maxham , J.G. and Netemeyer , R.G. 2002 . Modeling customer perceptions of complaint handling over time: The effects of perceived justice on satisfaction and intent . Journal of Retailing , 78 : 239 – 252 .
   Web of Science ®Google Scholar
• Maxham , J.G. and Netemeyer , R.G. 2003 . Firms reap what they sow: The effects of shared values and perceived organizational justice on customers' evaluations of complaint handling . Journal of Marketing , 67 ( 1 ) : 46 – 62 .
   Web of Science ®Google Scholar
• McCole , P. 2004 . Dealing with complaints in services . International Journal of Contemporary Hospitality Management , 16 : 345 – 354 .
   Google Scholar
• Miller , J. , ed. 2000 . Millenium intelligence: Understanding and conducting competitive intelligence in the digital age , Medford, NJ : CyberAge Books .
   Google Scholar
• Moyer , M.S. 1984 . Characteristics of consumer complainants: Implications for marketing and public policy . Journal of Public Policy and Marketing , 3 ( 1 ) : 67 – 84 .
   Google Scholar
• Nolan , J.A. and Quinn , J.F. 2000 . “ Intelligence and security ” . In Millennium Intelligence , Edited by: Miller , J. 203 – 224 . Medford, NJ : CyberAge Books .
   Google Scholar
• Nyer , P.U. 2000 . An investigation into whether complaining can cause increased consumer satisfaction . Journal of Consumer Marketing , 17 ( 1 ) : 9 – 19 .
   Google Scholar
• Orsingher , C. , Valentini , S. and de Angelis , M. 2010 . A meta-analysis of satisfaction with complaint handling in services . Journal of the Academy of Marketing Science , 38 : 169 – 186 .
   Web of Science ®Google Scholar
• Palmatier , R.W. , Dant , R.P. , Grewal , D. and Evans , K.R. 2006 . Factors influencing the effectiveness of relationship marketing: A meta-analysis . Journal of Marketing , 70 ( 4 ) : 136 – 153 .
   Web of Science ®Google Scholar
• Peyrot , M. , Childs , N. , van Doren , D. and Allen , K. 2002 . An empirically based model of competitor intelligence use . Journal of Business Research , 55 : 747 – 758 .
   Web of Science ®Google Scholar
• Prim-Allaz , I. and Sabadie , W. 2005 . Les apports de la théorie de la justice à la gestion des réclamations [Justice theory contribution to complaint management] . Décisions Marketing , 38 : 7 – 19 .
   Google Scholar
• Robertson, N., & Shaw, R. (2006, December). Consumer complaint channel choice in self-service technology encounters. Paper presented at the Australian and New Zealand Marketing Academy (ANZMAC) Conference, Brisbane, Queensland. Retrieved from http://smib.vuw.ac.nz:8081/WWW/ANZMAC2006/documents/Robertson_Nichola.pdf
   Google Scholar
• Santos , J. and Boote , J. 2003 . A theoretical exploration and model of consumer expectations, post-purchase affective states and affective behaviour . Journal of Consumer Behaviour , 3 : 142 – 156 .
   Google Scholar
• Sharma , P. , Marshall , R. , Reday , P.A. and Na , W. 2010 . Complainers versus non-complainers: A multi-national investigation of individual and situational influences on customer complaint behaviour . Journal of Marketing Management , 26 : 163 – 180 .
   Google Scholar
• Singh , J. 1988 . Consumer complaint intentions and behavior: Definitional and taxonomical issues . Journal of Marketing , 52 ( 1 ) : 93 – 107 .
   Web of Science ®Google Scholar
• Singh , J. and Widing , R.E. 1991 . What occurs once consumers complaint? A theoretical model for understanding satisfaction/dissatisfaction outcomes of complaint responses . European Journal of Marketing , 25 ( 5 ) : 30 – 46 .
   Google Scholar
• Singh , J. and Wilkes , R.E. 1996 . When consumers complain: A path analysis of the key antecedents of consumer complaint response estimates . Journal of the Academy of Marketing Science , 24 : 350 – 365 .
   Google Scholar
• Smith , A.K. , Bolton , R.N. and Wagner , J. 1999 . A model of customer satisfaction with service encounters involving failure and recovery . Journal of Marketing Research , 36 : 356 – 372 .
   Web of Science ®Google Scholar
• Stephens , N. and Gwinner , K.P. 1998 . Why don't some people complain? A cognitive-emotive process model of consumer complaint behaviour . Journal of the Academy of Marketing Science , 26 : 172 – 189 .
   Web of Science ®Google Scholar
• Szymanski , D.M. and Henard , D.H. 2001 . Customer satisfaction: A meta-analysis of the empirical evidence . Journal of the Academy of Marketing Science , 29 ( 1 ) : 16 – 35 .
   Web of Science ®Google Scholar
• Tax , S.S. , Brown , S.W. and Chandrashekaran , M. 1998 . Customer evaluation of service complaint experiences: Implication for relationship marketing . Journal of Marketing , 62 ( 2 ) : 60 – 76 .
   Web of Science ®Google Scholar
• Voorhees , C.M. and Brady , M.K. 2005 . A service perspective on the drivers of complaint intentions . Journal of Service Research , 8 : 192 – 204 .
   Web of Science ®Google Scholar
• Voss , R. and Gruber , T. 2005 . Complaint handling at the Schinlerhof Hotel with praise and assessment cards . Management Services , 49 ( 3 ) : 16 – 19 .
   Google Scholar
• Ward , J.C. and Ostrom , A.L. 2006 . Complaining to the masses: The role of protest framing in customer-created complaint web sites . Journal of Consumer Research , 33 : 220 – 230 .
   Web of Science ®Google Scholar
• Xu , X. and Kaye , G.R. 1995 . Building market intelligence systems for environment scanning . Logistics Information Management , 8 ( 2 ) : 22 – 29 .
   Google Scholar
• Zeithaml , V.A. , Berry , L.L. and Parasuraman , A. 1993 . The nature and determinants of customer expectations of service . Journal of the Academy of Marketing Science , 21 ( 1 ) : 1 – 12 .
   Google Scholar