A meta-analysis of satisfaction with complaint handling in services

By Chiara Orsingher, Sara Valentini, Matteo De Angelis. 2010

376 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/31659b256a39d18677f85432defbd5efff7bcda2

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. Ralph Gumann
2. Raffaele Filieri
3. Ana Javornik
4. Donald R. Lehmann
5. John G. Lynch
6. Hanqun Song
7. Jong-Hyeong Kim

In Sociology and Political Science

1. John G. Lynch
2. Ralph Gumann
3. Eric T. Bradlow
4. Raffaele Filieri
5. Ana Javornik
6. Donald R. Lehmann
7. Joel Huber
8. Ali Abdallah Alalwan

In Strategy and Management

1. Eric T. Bradlow
2. Donald R. Lehmann

Citations in the corpus

• Reflections on the replication corner: In praise of conceptual replications (2015, background): “Brock et al. (2013) Satisfaction with complaint handling: A replication study on its determinants in a business-to-business context Orsingher et al. (2010), J. of the Academy of Marketing Science.”
• “Don't Forget that Others Are Watching, Too!” The Effect of Conversational Human Voice and Reply Length on Observers’ Perceptions of Complaint Handling in Social Media (2020, background): “Distributive justice has the biggest influence on the complaint handling satisfaction of those directly affected by the service failure (Gelbrich & Roschk, 2011; Orsingher et al., 2010).”