The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction

By Bernd Stauß. 2002

177 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/d46ff8d51d4667a89a422ec5418287819d9ec498

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Matteo De Angelis
2. Chiara Orsingher

In Organizational Behavior and Human Resource Management

1. Matteo De Angelis
2. Sara Valentini
3. Chiara Orsingher

Citations in the corpus

• A meta-analysis of satisfaction with complaint handling in services (2010, background): “The literature is rich in synonyms for this concept: service recovery satisfaction (Boshoff 1997), satisfaction with service recovery (Maxham and Netemeyer 2002), overall complaint satisfaction (Stauss 2002), and satisfaction with the remedy (Harris et al.”