An investigation into whether complaining can cause increased consumer satisfaction

By Prashanth U. Nyer. 2000

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The effect of attitude and perception on consumer complaint intentions (2003, background): “satisfaction by facilitating the venting of the source of dissatisfaction (Nyer, 2000).”
Anger, frustration, and helplessness after service failure: coping strategies and effective informational support (2010, background): “Service failures are often described as frustrating experiences (Laros and Steenkamp 2005; Nyer 2000 ) because they might occur because of events beyond anyone’s control (e.g., service denial when a thunderstorm causes a power breakdown).”
Organizational Responses to Customer Complaints: What Works and What Doesn’t (2003, background): “Nyer (2000) reported that venting, or encouraging dissatisfied consumers to express their feelings and opinions (complain), causes increased levels of satisfaction.”
Consumer complaint behaviour of Asians and non‐Asians about hotel services: An empirical analysis (2007, background): “While consumer complaints are clearly expressions of dissatisfaction, at the same time, they present an opportunity for the management to respond in such a way that dissatisfaction is reduced and repeat business is encouraged (Celuch and D’Onofrio, 1993; Fornell and Westbrook, 1984; Halstead, 1989; ”