Segmenting service “complainers” and “non‐complainers” on the basis of consumer characteristics

By K. Bodey, D. Grace. 2006

140 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/62e4a933911a4af2b42419e1a085fd81aeed0ca0

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. Valter Afonso Vieira
2. C. V. Rossi
3. R. Veiga
4. Celso Augusto de Matos
5. Yuan-Shuh Lii
6. Monle Lee
7. Yang Cao
8. Che-hui Lien

In Sociology and Political Science

1. C. V. Rossi
2. R. Veiga
3. Celso Augusto de Matos
4. Valter Afonso Vieira
5. Yang Cao
6. Che-hui Lien
7. Kenneth F. Hyde
8. Bodo Lang

In Strategy and Management

1. C. V. Rossi
2. Celso Augusto de Matos
3. Yuan-Shuh Lii
4. Monle Lee

Citations in the corpus

• Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining (2009, background): “It is another evidence that ATC is an important moderator in the consumer reactions to service failure and recovery (Bodey and Grace, 2006; Voorhees and Brady, 2005).”