The HASSLE Scale

References

• Bearden William , O. and Richard Oliver , L. 1985 . “The Role Of Public And Private Complaining On Satisfaction With Problem Resolution,” . Journal of Consumer Affairs , 19 Winter : 222 – 40 .
   Google Scholar
• Bitner Mary , Jo , Bernard Booms , H. and Stanfield Tetreault , Mary . 1990 . “The Service Encounter: Diagnosing Favorable And Unfavorable Incidents,” . Journal of Marketing , 54 January : 71 – 84 .
   Web of Science ®Google Scholar
• Churchill Gilbert , A. Jr. 1979 . “A Paradigm For Developing Better Measures Of Marketing Constructs,” . Journal of Marketing Research , 16 February : 64 – 73 .
   Google Scholar
• Churchill Gilbert , A. Jr. and Surprenant , Carol . 1982 . “An Investigation Into The Determinants Of Customer Satisfaction,” . Journal of Marketing Research , 19 November : 491 – 504 .
   Google Scholar
• Etzel Michael , J. and Bernard Silverman , I. 1981 . “A Managerial Perspective On Directions For Retail Customer Dissatisfaction Research,” . Journal of Retailing. , 57 Fall : 124 – 36 .
   Google Scholar
• Firnstahl Timothy , W. 1989 . “My Employees Are My Service Guarantee,” . Harvard Business Review , 67 July-August : 28 – 34 .
   Google Scholar
• Fomell , Claus and Wenerfelt , Birger . 1987 . “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis,” . Journal of Marketing Research , 24 November : 337 – 346 .
   Web of Science ®Google Scholar
• Gilly Mary , C. 1987 . “Postcomplaint Processes: From Organizational Response To Repurchase Behavior,” . Journal of Consumer Affairs , 21 Winter : 293 – 313 .
   Google Scholar
• Gilly Mary , C. and Betsy Gelb , D. 1982 . “Post-Purchase Consumer Processes And The Complaining Consumer,” . Journal of Consumer Research , 9 December : 323 – 8 .
   Google Scholar
• Goodwin , Cathy and Ross , Ivan . 1990 . “Consumer Evaluations Of Complaints: What's Fair And Why,” . Journal of Services Marketing , 4 Summer : 53 – 61 .
   Google Scholar
• Goodwin , Cathy and Ross , Ivan . 1992 . “Consumer Response To Service Failures: Influence Of Procedural And Interactional Fairness Perceptions,” . Journal of Business Research , 25 February : 149 – 63 .
   Web of Science ®Google Scholar
• Hair Joseph , F Jr. , Rolph Anderson , E. , Ronald Tatham , L. and William Black , C. 1995 . Multivariaie Data Analysis. , New York, NY : Macmillian Publishing Company .
   Google Scholar
• Hart Christopher , W. L. , James Heskett , L. and Earl Sasser , W. Jr. 1990 . “The Profitable Art Of Service Recovery,” . Harvard Business Review , 68 July-August : 148 – 56 .
   PubMedGoogle Scholar
• Krentler , Kathleen and Cosenza , Robert . 1987 . “Redress Response And Its Effects On Company Impression,” . Public Relations Review , 13 Fall : 33 – 45 .
   Google Scholar
• Lewis Robert , C. and Susan Morris , V. 1987 . “The Positive Side Of Guest Complaints,” . Cornell Hotel and Restaurant Administration Quarterly , 27 February : 13 – 15 .
   Google Scholar
• Oliver Richard , L. 1980 . “A Cognitive Model Of The Antecedents And Consequences Of Satisfaction Decisions,” . Journal of Marketing Research , 17 November : 460 – 9 .
   Web of Science ®Google Scholar
• Pearson Michael , M. 1976 . “A Note On Business Replies To Complaint Letters Of Praise And Complaint,” . Journal of Business Research , 4 February : 61 – 8 .
   Google Scholar
• Resnik Alan , J. and Robert Harmon , R. 1983 . “Consumer Complaints And Managerial Response: A Holistic Approach,” . Journal of Marketing , 47 Winter : 86 – 97 .
   Google Scholar
• Scaglione , Fred . 1988 . “Two-Way Communication,” . Management Review , 77 September : 51 – 3 .
   Google Scholar
• Singh , Jagdip . 1990a . “A Typology Of Consumer Dissatisfaction Response Styles,” . Journal of Retailing , 66 Spring : 57 – 99 .
   Web of Science ®Google Scholar
• Singh , Jagdip . 1990b . “Voice, Exit, and Negative Word-Of-Mouth Behaviors: An Investigation Across Three Service Categories,” . Journal of the Academy of Marketing Science , 18 Winter : 1 – 15 .
   Google Scholar
• Singh , Jagdip and Roy Howell , D. 1985 . “Consumer Complaining Behavior: A Review And Prospectus,” . In Consumer Satisfaction, Dissatisfaction and Complaining Behavior , Edited by: Keith Hunt , H. and Ralph Day , L. 59 – 66 . Bloomington, IN : Indiana University School of Business .
   Google Scholar
• Tschohl , John . 1991 . “Customer Service Importance,” . Supervision , 52 February : 9 – 11 .
   Google Scholar