Customer Complaining: The Role of Tie Strength and Information Control

By Vikas Mittal, J. Huppertz, Adwait Khare. 2008

208 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/29773e96f62e805facddaa300359ad101da8df07

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Filipe Coelho
2. Mário Augusto
3. Yinlong Zhang
4. Luis Filipe Lages
5. Joe Phua
6. Dhruv Grewal
7. Shu-Chuan Chu
8. Lawrence Feick

In Sociology and Political Science

1. Seunga Venus Jin
2. Jihoon Kim
3. Joe Phua
4. Filipe Coelho
5. Mário Augusto
6. Stephan Ludwig
7. Jochen Wulf
8. Yinlong Zhang

In Strategy and Management

1. Filipe Coelho
2. Mário Augusto
3. Luis Filipe Lages
4. Dhruv Grewal
5. Vikas Mittal
6. Dennis Herhausen
7. Carlos M. P. Sousa

Citations in the corpus

• Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites (2011, background): “Tie strength refers to ‘the potency of the bond between members of a network’ (Mittal et al. 2008, p. 196).”
• Uses and gratifications of social networking sites for bridging and bonding social capital: A comparison of Facebook, Twitter, Instagram, and Snapchat (2017, background): “Tie strength is the degree to which bonds among SNS members are strong or weak (Mittal et al., 2008).”
• Detecting, Preventing, and Mitigating Online Firestorms in Brand Communities (2019, background): “…of Marketing, University of St. Gallen, Switzerland (email: marcus.schoegel@unisg.ch). primarily depends on the sender’s emotions (Berger and Milkman 2012; Heath, Bell, and Sternberg 2001) and the relationship between senders and receivers (Brown and Reingen 1987; Mittal, Huppertz, and Khare 2008).”
• Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation (2011, background): “…Lehmann 2004; umar, Shah, and Venkatesan 2006; Lei, de Ruyter, and Wetzels 008; Reynolds and Beatty 1999), which has paid increasing ttention to the customer experience in order to better undertand it (Mittal, Huppertz, and Khare 2008; Naylor et al. 2008; fir et al. 2008; Puccinelli et al. 2009).”
• How Males and Females Differ in Their Likelihood of Transmitting Negative Word of Mouth (2014, background): “Empirically, tie strength may be measured by asking consumers to indicate whether another person was a friend, a neighbor, a relative, or an acquaintance (Brown and Reingen 1987) or to indicate the self-rated closeness to a person (Mittal et al. 2008).”