A Content Analysis of Consumer Complaints, Remedies, and Repatronage Intentions Regarding Dissatisfying Service Experiences

By Alex M. Susskind. 2005

91 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/42b192530b9252d53b93f9c23cb918ba4dceb6df

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Citations in the corpus

Propensity To Complain: Effects of Personality and Behavioral Factors (2007, background): “Instead, they tend to engage in a variety of activities such as boycotting the product and/or engaging in adverse word-of-mouth (WOM) advertising, which are likely to be detrimental to the service provider (Davidow, 2000; Susskind, 2004, 2005).”
Customer satisfaction using low cost carriers (2011, background): “Complaining behavior can emerge as an adjustment of the input/output relationship as a means of intervention to achieve a desired outcome following the customer’s evaluation of the input and output of the service experience (Susskind, 2005).”
Seeing the invisible hand: Underlying effects of COVID-19 on tourists’ behavioral patterns (2020, unknown): “These frustrations can in turn influence travelers’ post-experience behavior, such as one’s intentions to recommend or revisit a destination (Susskind, 2005; Swanson & Hsu, 2009).”
The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2011, background): “Research into service failure and recovery has been growing, and developing a better understanding of communication processes in this context is important (Susskind, 2005).”
Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant Setting (2008, background): “However, less attention has been paid to consumers’ emotional responses to hospitality failures (for notable exceptions, see Jones et al., 2002; Susskind, 2004, 2005).”