Customer Complaints and Recovery Effectiveness: A Customer Base Approach
By George Knox, Rutger van Oest. 2014
169 citations recorded by the source corpus.
Subfields: Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/0a8f0ed5c6bb737eb1acf3f50ca41e7ba0fd7b90
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Marketing
- Janet R. Mccoll-Kennedy
- Andy Neely
- Katherine N. Lemon
- Peter C. Verhoef
- O. Benedettini
- Morgan Swink
- Ferran Vendrell‐Herrero
- Xueming Luo
In Organizational Behavior and Human Resource Management
- Janet R. Mccoll-Kennedy
- Andy Neely
- Katherine N. Lemon
- Peter C. Verhoef
- O. Benedettini
- Morgan Swink
- Ferran Vendrell‐Herrero
- Xueming Luo
Citations in the corpus
- Gaining Customer Experience Insights That Matter (2018, background): “The complaint category is defined as customer-initiated expressions of dissatisfaction with a firm (Landon 1980; Knox and van Oest 2014).”