Segmenting Dissatisfied Restaurant Customers Based on Their Complaining Response Styles
By D. Gursoy, K. Mccleary, Lawrence R. Lepsito. 2003
88 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/d4558a69dae8993ed8793ac75eea0fffdbd6ecb0
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Marketing
- Christina G. Chi
- D. Gursoy
- Lawrence R. Lepsito
- K. Mccleary
- B. Wen
- Adam Ryszko
- Girish Prayag
- D. Stylidis
In Organizational Behavior and Human Resource Management
In Sociology and Political Science
- D. Gursoy
- Christina G. Chi
- Lawrence R. Lepsito
- K. Mccleary
- B. Wen
- K. Woosnam
- Girish Prayag
- Manuel Alector Ribeiro
Citations in the corpus
- Examine the cognitive and affective antecedents to service recovery satisfaction: A field study of delayed airline passengers (2013, background): “On the contrary, a great recovery effort that is marked by high levels of interactions, fair procedures and equitable compensations will result in high satisfaction evaluations, which in turn create a greater sense of trust and commitment among customers (Gursoy et al., 2003).”
- Propensity To Complain: Effects of Personality and Behavioral Factors (2007, background): “However, previous research indicates that about 50% of dissatisfied customers choose not to complain directly to the service provider (Day, Grabicke, Schaetzle, & Staubach, 1981; Gursoy et al., 2003; TARP, 1986) because of three primary reasons: (a) it is not worth the time and effort, (b) they do n”