315
Views
0
CrossRef citations to date
0
Altmetric
Review

A century of research on complaints: longitudinal bibliometric analysis of WoS (1900–2019)

, ORCID Icon & ORCID Icon

References

  • Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American customer satisfaction model (ACSI model). International Journal of Academic Research in Business and Social Sciences, 1(3), 27. https://doi.org/10.6007/ijarbss.v1i2.35
  • Askariazad, M. H., & Babakhani, N. (2015). An application of European customer Satisfaction Index (ECSI) in business to business (B2B) context. Journal of Business & Industrial Marketing, 30(1), 17–31. https://doi.org/10.1108/JBIM-07-2011-0093
  • Barlow, J., & Møller, C. (1996). A complaint is a gift: Using customer feedback as a strategic tool. Berrett-koehler Publishers.
  • Bennett, J. R. D. (2019). Equal employment opportunity commission v. Park School of Baltimore, Inc. https://rightsstatements.org/vocab/NoC-US/1.0/
  • Boxer, D. (1991). A descriptive analysis of indirect complaint sequences among speakers of American English. University Microfilms International.
  • Brewer, B. (2007). Citizen or customer? Complaints handling in the public sector. International Review of Administrative Sciences, 73(4), 549–556. https://doi.org/10.1177/0020852307083457
  • Broadbridge, A., & Marshall, J. (1995). Consumer complaint behaviour: The case of electrical goods. International Journal of Retail & Distribution Management, 23(9), 8–18. https://doi.org/10.1108/09590559510098663
  • Brock, C., Blut, M., Evanschitzky, H., & Kenning, P. (2013). Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context. International Journal of Research in Marketing, 30(3), 319–322. https://doi.org/10.1016/j.ijresmar.2013.05.001
  • Brockhoff, K. (2003). Customers’ perspectives of involvement in new product development. International Journal of Technology Management, 26(5-6), 464–481. https://doi.org/10.1504/IJTM.2003.003418
  • Callon, M., Courtial, J., & Laville, F. (1991). Co-word analysis as a tool for describing the network of interactions between basic and technological research: The case of polymer chemsitry. Scientometrics, 22(1), 155–205. https://doi.org/10.1007/BF02019280
  • Callon, M., Courtial, J. P., Turner, W. A., & Bauin, S. (1983). From translations to problematic networks: An introduction to co-word analysis. Social Science Information, 22(2), 191–235. https://doi.org/10.1177/053901883022002003
  • Carmel, S. (1990). Patient complaint strategies in a general hospital. Hospital & Health Services Administration, 35(2), 277–289.
  • Cho, Y., Im, I., Hiltz, R., & Fjermestad, J. (2002, January). An analysis of online customer complaints: Implications for web complaint management. Proceedings of the 35th Annual hawaii International Conference on System sciences (pp. 2308–2317). IEEE.
  • Christiansen, T., & Tax, S. S. (2000). Measuring word of mouth: The questions of who and when? Journal of Marketing Communications, 6(3), 185–199. https://doi.org/10.1080/13527260050118676
  • Cobo, M. J., Chiclana, F., Collop, A., de Ona, J., & Herrera-Viedma, E. (2014). A bibliometric analysis of the intelligent transportation systems research based on science mapping. IEEE Transactions on Intelligent Transportation Systems, 15(2), 901–908. https://doi.org/10.1109/TITS.2013.2284756
  • Cobo, M. J., López -Herrera, A. G., Herrera-Viedma, E., & Herrera, F. (2011). An approach for detecting, quantifying, and visualizing the evolution of a research field: A practical application to the fuzzy sets theory field. Journal of Informetrics, 5(1), 146–166. https://doi.org/10.1016/j.joi.2010.10.002
  • Cobo, M. J., López -Herrera, A. G., Herrera-Viedma, E., & Herrera, F. (2012). Scimat: A new science mapping analysis software tool. Journal of the American Society for Information Science and Technology, 63(8), 1609–1630. https://doi.org/10.1002/asi.22688
  • Conlon, D. E., & Murray, N. M. (1996). Customer perceptions of corporate responses to product complaints: The role of explanations. Academy of Management Journal, 39(4), 1040–1056.
  • Coussement, K., & Van den Poel, D. (2008). Improving customer complaint management by automatic email classification using linguistic style features as predictors. Decision Support Systems, 44(4), 870–882. https://doi.org/10.1016/j.dss.2007.10.010
  • Cromby, A. (2007). Waranty claims-managing common risks on the sale or purchase of a business. Business Law Review, 28(11), 299–301.
  • Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(3), 68–81. https://doi.org/10.1177/002224299005400306
  • Dagher, M., Kelbert, P., & Lloyd, R. J. (1995). Effective ED complaint management. Nursing Management (Springhouse), 26(12), 48H. https://doi.org/10.1097/00006247-199512000-00015
  • Darcy, S., Taylor, T., & Green, J. (2016). ‘But I can do the job’: Examining disability employment practice through human rights complaint cases. Disability & Society, 31(9), 1242–1274. https://doi.org/10.1080/09687599.2016.1256807
  • Davidow, M., & Dacin, P. A. (1997). Understanding and influencing consumer complaint behavior: Improving organizational complaint management. ACR North American Advances.
  • Delclaux, C., Laveneziana, P., Garcia, G., Ninot, G., Roche, N., & Morelot-Panzini, C. (2019). Investigation fonctionnelle respiratoire de la dyspnée chronique par le pneumologue. Revue des Maladies Respiratoires, 36(4), 484–494. https://doi.org/10.1016/j.rmr.2019.02.005
  • Doerpinghaus, H. I. (1991). An analysis of complaint data in the automobile insurance industry. The Journal of Risk and Insurance, 58(1), 120–127. https://doi.org/10.2307/3520052
  • Drew, P., & Walker, T. (2009). Going too far: Complaining, escalating and disaffiliation. Journal of Pragmatics, 41(12), 2400–2414. https://doi.org/10.1016/j.pragma.2008.09.046
  • Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11–27. https://doi.org/10.1177/002224298705100202
  • Edelman, L. B., Erlanger, H. S., & Lande, J. (1993). Internal dispute resolution: The transformation of civil rights in the workplace. Law & Society Review, 27(3), 497–534. https://doi.org/10.2307/3054103
  • Edwards, D. (2005). Moaning, whinging and laughing: The subjective side of complaints. Discourse Studies, 7(1), 5–29. https://doi.org/10.1177/1461445605048765
  • Faed, A., & Forbes, D. (2010). Impact of customer management system in improving customer retention: Optimization of negative customer feedback. World Academy of Science, Engineering and Technology, 72(1), 171–175.
  • Fordyce, W., McMahon, R., Rainwater, G., Jackins, S., Questad, K., Murphy, T., & De Lateur, B. (1981). Pain complaint-exercise performance relationship in chronic pain. Pain, 10(3), 311–321. https://doi.org/10.1016/0304-3959(81)90091-9
  • Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18. https://doi.org/10.1177/002224299606000403
  • Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research, 24(4), 337–346. https://doi.org/10.1177/002224378702400401
  • Fornell, C., & Wernerfelt, B. (1988). A model for customer complaint management. Marketing Science, 7(3), 287–298. https://doi.org/10.1287/mksc.7.3.287
  • Garfield, E. (1994). Scientography: Mapping the tracks of science. Current Contents: Social & Behavioural Sciences, 7(45), 5–10.
  • Gelbrich, K., & Roschk, H. (2011). A meta-analysis of organizational complaint handling and customer responses. Journal of Service Research, 14(1), 24–43. https://doi.org/10.1177/1094670510387914
  • Gilly, M. C. (1987). Postcomplaint processes: From organizational response to repurchase behavior. Journal of Consumer Affairs, 21(2), 293–213. https://doi.org/10.1111/j.1745-6606.1987.tb00204.x
  • Gilly, M. C., & Gelb, B. D. (1982). Post-purchase consumer processes and the complaining consumer. Journal of Consumer Research, 9(3), 323–328. https://doi.org/10.1086/208927
  • Goodman, J. (1999). Basic facts on customer complaint behavior and the impact of service on the bottom line. Competitive Advantage, 9(1), 1–5.
  • Goodwin, C., & Ross, I. (1989). Salient dimensions of perceived fairness in resolution of service complaints. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 87–98.
  • Goodwin, C., & Ross, I. (1992). Consumer responses to service failures: Influence of procedural and interactional fairness perceptions. Journal of Business Research, 25(2), 149–163. https://doi.org/10.1016/0148-2963(92)90014-3
  • Hake, P., Rehse, J. R., & Fettke, P. (2019, September). Supporting complaint management in the medical technology industry by means of deep learning. International conference on Business Process Management (pp. 56–67). Springer.
  • Harrison, R., Walton, M., Healy, J., Smith-Merry, J., & Hobbs, C. (2016). Patient complaints about hospital services: Applying a complaint taxonomy to analyse and respond to complaints: Table 1. International Journal for Quality in Health Care, 28(2), 240–245. https://doi.org/10.1093/intqhc/mzw003
  • Hart, C. W., Heskett, J. L., & Sasser, J. W. (1990). The profitable art of service recovery. Harvard Business Review, 68(4), 148–156.
  • Harzing, A. W. K., & Van der Wal, R. (2008). Google scholar as a new source for citation analysis. Ethics in Science and Environmental Politics, 8(1), 61–73. https://doi.org/10.3354/esep00076
  • Häyrinen, K., Saranto, K., & Nykänen, P. (2008). Definition, structure, content, use and impacts of electronic health records: A review of the research literature. International Journal of Medical Informatics, 77(5), 291–304. https://doi.org/10.1016/j.ijmedinf.2007.09.001
  • Hirsch, J. (2005). An index to quantify an individual’s scientific research out-put. Proceedings of the National Academy of Sciences, 102(16), 569–572. https://doi.org/10.1073/pnas.0507655102
  • Hofstede, G. (1984). Culture's consequences: International differences in work-related values (Vol. 5). Sage.
  • Hofstede, G. (2001). Culture's consequences (2nd ed.). Sage.
  • Jakes, S. C., Hallam, R. S., Chambers, C., & Hinchcliffe, R. (1985). A factor analytical study of tinnitus complaint behaviour. International Journal of Audiology, 24(3), 195–206. https://doi.org/10.3109/00206098509070103
  • Johnston, R. (2001). Linking complaint management to profit. International Journal of Service Industry Management, 12(1), 60–69. https://doi.org/10.1108/09564230110382772
  • Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267–286. https://doi.org/10.1016/0167-4870(91)90016-M
  • Karande, K., Magnini, V. P., & Tam, L. (2007). Recovery voice and satisfaction after service failure. Journal of Service Research, 10(2), 187–203. https://doi.org/10.1177/1094670507309607
  • Khorashadi, A., Niemeier, D., Shankar, V., & Mannering, F. (2005). Differences in rural and urban driver-injury severities in accidents involving large-trucks: An exploratory analysis. Accident Analysis & Prevention, 37(5), 910–921. https://doi.org/10.1016/j.aap.2005.04.009
  • La Fontaine, O. F. (1700). Employment law. Title VII. Tenth circuit clarifies causation standard for subordinate bias claims. EEOC v. BCI coca-cola bottling Co. Of Los Angeles, 450 F.3d 476 (10th Cir. 2006), cert. Granted, 127 S. Ct. 852 (2007). (2007). Harvard Law Review, 120(6), 1699–1706. Retrieved January 11, 2020, from www.jstor.org/stable/40042630
  • Lamb, S., Kwok, K. C., & Walton, D. (2013). Occupant comfort in wind-excited tall buildings: Motion sickness, compensatory behaviours and complaint. Journal of Wind Engineering and Industrial Aerodynamics, 119, 1–12. https://doi.org/10.1016/j.jweia.2013.05.004
  • Lapré, M. A., & Tsikriktsis, N. (2006). Organizational learning curves for customer dissatisfaction: Heterogeneity across airlines. Management Science, 52(3), 352–366. https://doi.org/10.1287/mnsc.1050.0462
  • Lau, G. T., & Ng, S. (2001). Individual and situational factors influencing negative word-of-mouth behaviour. Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de L'Administration, 18(3), 163–178. https://doi.org/10.1111/j.1936-4490.2001.tb00253.x
  • Lees-Haley, P. R., & Brown, R. S. (1993). Neuropsychological complaint base rates of 170 personal injury claimants. Archives of Clinical Neuropsychology, 8(3), 203–209. https://doi.org/10.1093/arclin/8.3.203
  • Liu, R. R., & McClure, P. (2001). Recognizing cross-cultural differences in consumer complaint behavior and intentions: An empirical examination. Journal of Consumer Marketing, 18(1), 54–75. https://doi.org/10.1108/07363760110365813
  • Manickas, P. A., & Shea, L. J. (1997). Hotel complaint behavior and resolution: A content analysis. Journal of Travel Research, 36(2), 68–73. https://doi.org/10.1177/004728759703600210
  • Martínez-Vergara, S. J., & Valls-Pasola, J. (2021). Clarifying the disruptive innovation puzzle: A critical review. European Journal of Innovation Management, 24(3), 893–918. https://doi.org/10.1108/EJIM-07-2019-0198
  • Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15(7), 583–596. https://doi.org/10.1108/08876040110407509
  • Mattila, A. S., & Mount, D. J. (2006). The impact of timeliness on complaint satisfaction in the context of call-centers. Journal of Hospitality & Leisure Marketing, 14(3), 5–16. https://doi.org/10.1300/J150v14n03_02
  • Mattsson, J., Lemmink, J., & McColl, R. (2004). The effect of verbalized emotions on loyalty in written complaints. Total Quality Management & Business Excellence, 15(7), 941–958. https://doi.org/10.1080/14783360410001681890
  • Maxham IIIJ. G., & 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. https://doi.org/10.1509/jmkg.67.1.46.18591
  • McCole, P. (2004). Dealing with complaints in services. International Journal of Contemporary Hospitality Management, 16(6), 345–354. https://doi.org/10.1108/09596110410550789
  • McColl-Kennedy, J. R., & Sparks, B. A. (2003). Application of fairness theory to service failures and service recovery. Journal of Service Research, 5(3), 251–266. https://doi.org/10.1177/1094670502238918
  • Miller, J. L., Craighead, C. W., & Karwan, K. R. (2000). Service recovery: A framework and empirical investigation. Journal of Operations Management, 18(4), 387–400. https://doi.org/10.1016/S0272-6963(00)00032-2
  • Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
  • Morganosky, M. A., & Buckley, H. M. (1987). Complaint behavior: Analysis by demographics, lifestyle, and consumer values. In M. Wallendorf & P. Anderson (Eds.), NA - Advances in consumer research (Vol. 14, pp. 223–226). Association for Consumer Research.
  • Moss, K., & Johnsen, M. C. (1997). Employment discrimination and the ADA: A study of the administrative complaint process. Psychiatric Rehabilitation Journal, 21(2), 111. https://doi.org/10.1037/h0095330
  • Muñoz-Leiva, F., Rodríguez López, M. E., Liebana-Cabanillas, F., & Moro, S. (2021). Past, present, and future research on self-service merchandising: A co-word and text mining approach. European Journal of Marketing, 55(8), 2269–2307. https://doi.org/10.1108/EJM-02-2019-0179
  • Murgado-Armenteros, E. M., Gutiérrez-Salcedo, M., Torres-Ruiz, F. J., & Cobo, M. J. (2015). Analysing the conceptual evolution of qualitative marketing research through science mapping analysis. Scientometrics, 102(1), 519–557. https://doi.org/10.1007/s11192-014-1443-z
  • Nova-Reyes, A., Muñoz-Leiva, F., & Luque-Martínez, T. (2020). The tipping point in the status of socially responsible consumer behavior research? A bibliometric analysis. Sustainability, 12(8), 3141. https://doi.org/10.3390/su12083141
  • Noyons, E. C. M. (1999). Bibliometric mapping as a science policy and research management tool (Doctoral dissertation, Centrum voor Wetenschaps-en, Faculty of Science, Leiden University).
  • Noyons, E. C. M., Moed, H. F., & Luwel, M. (1999). Combining mapping and citation analysis for evaluative bibliometric purposes: A bibliometric study. Journal of the American Society for Information Science, 50(2), 115–131. https://doi.org/10.1002/(SICI)1097-4571(1999)50:2<115::AID-ASI3>3.0.CO;2-J
  • Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
  • Orsingher, C., Valentini, S., & de Angelis, M. (2010). A meta-analysis of satisfaction with complaint handling in services. Journal of the Academy of Marketing Science, 38(2), 169–186. https://doi.org/10.1007/s11747-009-0155-z
  • Palmaz, J. C., & Boyle, C. T. (2005). U.S. Patent No. 6,936,066. Washington, DC: U.S. Patent and Trademark Office.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
  • Peppers, D., & Rogers, M. (1999). The one to one manager: Real-world lessons in customer relationship management. Doubleday.
  • Phillips, T., & Smith, P. (2000). Police violence occasioning citizen complaint. British Journal of Criminology, 40(3), 480–496. https://doi.org/10.1093/bjc/40.3.480
  • Pritchard, B. (2005). How the rule of the market rules the law: The political economy of WTO dispute settlement as evidenced in the US – lamb meat decision. Review of International Political Economy, 12(5), 776–803. https://doi.org/10.1080/09692290500339727
  • Pyon, C. U., Woo, J. Y., & Park, S. C. (2011). Service improvement by business process management using customer complaints in financial service industry. Expert Systems with Applications, 38(4), 3267–3279. https://doi.org/10.1016/j.eswa.2010.08.112
  • Sanes, C. (1993). Complaints are hidden treasure. The Journal for Quality and Participation, 16(5), 78.
  • Shi, L. H., Tax, S. S., & Huang, L. (2015). The effect of complaint handling on consumer word-Of-mouth: Assessing difference between Wom givers and receivers. Proceedings of the 2009 Academy of Marketing Science (AMS) Annual conference (pp. 26–26). Springer.
  • Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, 52(1), 93–107. https://doi.org/10.1177/002224298805200108
  • Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing Research, 36(3), 356–372. https://doi.org/10.1177/002224379903600305
  • Spreng, R. A., Harrell, G. D., & Mackoy, R. D. (1995). Service recovery: Impact on satisfaction and intentions. Journal of Services Marketing, 9(1), 15–23. https://doi.org/10.1108/08876049510079853
  • Stauss, B. (2002). The dimensions of complaint satisfaction: Process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction. Managing Service Quality: An International Journal, 12(3), 173–183. https://doi.org/10.1108/09604520210429240
  • Stauss, B., & Schoeler, A. (2004). Complaint management profitability: What do complaint managers know? Managing Service Quality: An International Journal, 14(2/3), 147–156. https://doi.org/10.1108/09604520410528572
  • Stauss, B., & Seidel, W. (2004). Complaint management: The heart of CRM. Thomson/South-Western.
  • Stephens, N., & Gwinner, K. P. (1998). Why don’t some people complain? A cognitive-emotive process model of consumer complaint behavior. Journal of the Academy of Marketing Science, 26(3), 172–189. https://doi.org/10.1177/0092070398263001
  • Stimson, C. J., Pichert, J. W., Moore, I. N., Dmochowski, R. R., Cornett, M. B., An, A. Q., & Hickson, G. B. (2010). Medical malpractice claims risk in urology: An empirical analysis of patient complaint data. Journal of Urology, 183(5), 1971–1976. https://doi.org/10.1016/j.juro.2010.01.027
  • Streukens, S., van Hoesel, S., & de Ruyter, K. (2011). Return on marketing investments in B2B customer relationships: A decision-making and optimization approach. Industrial Marketing Management, 40(1), 149–161. https://doi.org/10.1016/j.indmarman.2010.06.002
  • Sujithamrak, S., & Lam, T. (2005). Relationship between customer complaint behavior and demographic characteristics: A study of hotel restaurants’ patrons. Asia Pacific Journal of Tourism Research, 10(3), 289–307. https://doi.org/10.1080/10941660500309697
  • Svari, S., & Olsen, L. E. (2012). The role of emotions in customer complaint behaviors. International Journal of Quality and Service Sciences, 4(3), 270–282. https://doi.org/10.1108/17566691211269585
  • Swanson, S. R., Frankel, R., Sagan, M., & Johansen, D. L. (2011). Private and public voice: Exploring cultural influence. Managing Service Quality: An International Journal, 21(3), 216–239. https://doi.org/10.1108/09604521111127947
  • Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16. https://doi.org/10.1177/0092070301291002
  • Tarp. (1981). Measuring the grapevine—consumer response and word of mouth. Coca Cola.
  • Tax, S. S., & Brown, S. W. (1998). Recovering and learning from service failure. MIT Sloan Management Review, 40(1), 75–88.
  • Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62(2), 60–76. https://doi.org/10.1177/002224299806200205
  • Tayeb, M. (1994). Organizations and national culture: Methodology considered. Organization Studies, 15(3), 429–445. https://doi.org/10.1177/017084069401500306
  • Trosborg, A. (2011). Interlanguage pragmatics: Requests, complaints, and apologies (Vol. 7). Walter de Gruyter.
  • Urueña, A., & Hidalgo, A. (2016). Successful loyalty in e-complaints: FsQCA and structural equation modeling analyses. Journal of Business Research, 69(4), 1384–1389. https://doi.org/10.1016/j.jbusres.2015.10.112
  • Van Raan, A. F. J. (2005). Measuring science. In H. F. Moed, W. Glänzel, & U. Schmoch (Eds.), Handbook of quantitative science and technology research (pp. 19–50). Springer.
  • Vaughan, H. (1702). V. Part of two letters from Mr henry vaughan to the publisher, containing some uncommon observations made upon the dissection of some morbid bodies. Philosophical Transactions of the Royal Society of London, 23(281), 1244–1246. https://doi.org/10.1098/rstl.1702.0029
  • Vila-Lopez, N., & Küster-Boluda, I. (2021). Sharing-collaborative economy in tourism: A bibliometric analysis and perspectives for the post-pandemic era. Tourism Economics. https://doi.org/10.1177/13548166211035712
  • Weun, S., Beatty, S. E., & Jones, M. A. (2004). The impact of service failure severity on service recovery evaluations andpost-recovery relationships. Journal of Services Marketing, 18(2), 133–146. https://doi.org/10.1108/08876040410528737
  • Worrall, J. L. (2002). If you build it, they will come: Consequences of improved citizen complaint review procedures. Crime & Delinquency, 48(3), 355–379. https://doi.org/10.1177/0011128702048003001
  • Wu, L. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33(1), 166–176. https://doi.org/10.1016/j.ijinfomgt.2012.09.001
  • Zhang, X., Schmitt, F. A., Caban-Holt, A. M., Ding, X., Kryscio, R. J. & Abner, E. (2017). Diabetes mitigates the role of memory complaint in predicting dementia risk: Results from the prevention of Alzheimer’s disease with vitamin E and selenium study. The Journal of Prevention of Alzheimer's Disease, 4(3), 143–148. https://doi.org/10.1016/j.diabres.2016.10.024

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.