The Bottom Line Impact of Organizational Responses to Customer Complaints

By Moshe Davidow. 2000

305 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/ce83303444494d17ea0c0d279408552b9177d22b

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Citations in the corpus

Satisfaction with service recovery: Perceived justice and emotional responses (2009, methodology): “Adapted from: Bitner (1990), Brown and Leigh (1996) and Davidow (2000)”
The nature of an apology: An experimental study on how to apologize after a service failure (2013, result): “, Davidow 2000; Liao 2007; de Ruyter and Wetzels 2000). It seems likely that in current literature, the effect is attenuated since an apology is usually assessed as a dichotomy in that it is either present or absent. However, it is shown that not the presence or absence drives satisfaction, but how ”
Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers (2013, background): “In this study, customer satisfaction with service recovery (SSR) refers to customers’ overall affective feeling about the process and results of how a service firm recovers a service failure (Kim et al., 2009; Davidow, 2000).”
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).”
Joint effects of management responses and online reviews on hotel financial performance: A data-analytics approach (2017, background): “…of stability and controllability (Wirtz and Mattila, 2004), a greater propensity to share information and higher levels of customer praise and recommendations (Swanson and Kelley, 2001), as well as customers’ satisfaction with the firm and their subsequent word-of mouth valence (Davidow, 2000).”
A Content Analysis of Consumer Complaints, Remedies, and Repatronage Intentions Regarding Dissatisfying Service Experiences (2005, methodology): “…& Tourism Research, Vol. 29, No. 2, May 2005, 150-169 DOI: 10.1177/1096348004273426 © 2005 International Council on Hotel, Restaurant and Institutional Education 150 ciently compensate for their dissatisfaction (Davidow, 2000; Fornell & Westbrook, 1979; McCollough, 2000; Singh & Wilkes, 1996).”
Organizational Responses to Customer Complaints: What Works and What Doesn’t (2003, methodology): “All of the factors mentioned by Boshoff (1999) or Smith, Bolton, and Wagner (1999) are subsumed by the organizational dimensions tested by Davidow (2000), so it is the Davidow (2000) framework (see Figure 1) that will be utilized as the basis for this article to facilitate the review and analysis.”