Organizational Responses to Customer Complaints: What Works and What Doesn’t

By Moshe Davidow. 2003

630 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/b0ea7a5735241b6d2952529a3ee7ceb1db6e1cf9

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In Management Information Systems

In Organizational Behavior and Human Resource Management

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Citations in the corpus

Customer Complaints and Recovery Effectiveness: A Customer Base Approach (2014, background): “Although these survey-based metrics are crucial for understanding the customer’s process, they have limited managerial relevance (Davidow 2003; Mittal and Kamakura 2001), in part because behavioral intentions may be systematically biased and the link with actual behavior may be weak (Chandon,…”
Reexamining the Dimensionality of Brand Loyalty: A Case of the Cruise Industry (2008, background): “, 2004), willingness to recommend (Dick & Basu, 1994), and complaining behavior (Davidow, 2003).”
Negative emotions and their effect on customer complaint behaviour (2011, background): “…important impact on word-of-mouth communication, attitudes to the service provider, customer loyalty, repurchase intentions and complaining behaviours (Davidow 2003; Barsky and Nash 2002; Wong 2004; Liljander and Strandvik 1997; Folkes, Koletsky, and Graham 1987; Allen, Machleit, and Kleine 1992).”
A transactional model of forgiveness in the service failure context: a customer‐driven approach (2011, background): “Perceived justice can mediate consumer forgiveness, however, paraphrasing Davidow (2003)”
“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, methodology): “When managing an online complaint for a failed service, a company can adopt different response strategies (Davidow, 2003; Gelbrich & Roschk, 2011).”
How Concrete Language Shapes Customer Satisfaction (2020, background): “Responding quickly, apologizing, or offering compensation or discounts are all beneficial (Davidow 2003; Rust and Chung 2006; Zeithaml et al. 1996).”
Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale (2008, background): “Consequently, the topics of service failure and service recovery have attracted considerable research attention during the past decade (for a review of the relevant literature see Davidow 2003 ) and there is a growing body of evidence suggesting that good service recovery can have a positive impact”
The nature of an apology: An experimental study on how to apologize after a service failure (2013, result): “Empirical results differ with regard to an apology’s effectiveness in recovering from service failures (Davidow 2003).”
The impact of choice on fairness in the context of service recovery (2005, background): “Compensation has been heavily studied in the customer complaint literature whereas apology has received less attention among service recovery researchers ( Davidow, 2003”
Handling complaints on social network sites – An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies (2015, background): “The main body of research on the effects of organizational responses to complaints has been generated in marketing (for an overview see Davidow, 2003).”