A voice from the silent masses: An exploratory and comparative analysis of noncomplainers

By Clay M. Voorhees, Michael K. Brady, D. Horowitz. 2006

270 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/dde824f091e12aaba3f3abe541a20118efafa481

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Citations in the corpus

Mixed methods designs in marketing research (2011, methodology): “Collectively, the findings both supported and extended current knowledge of the motivations of non-complainers and the consequences of their actions (Voorhees et al., 2006).”
Understanding the do-it-yourself consumer: DIY motivations and outcomes (2011, background): “…of mouth, and boycotts are the typical responses consumers make when product quality is perceived as lacking (Blodgett et al. 1995; Sen et al. 2001; Voorhees et al. 2006; Yuksel and Mryteza 2009), but DIY offers consumers another strategy for circumventing dissatisfactory experiences that largely…”
Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators (2008, background): “WOM are those with lower loyalty or in a disloyalty situation, such as those in a condition of complaint with no recovery or dissatisfactory recovery ( Voorhees et al. 2006 ), or those customers who have switched providers and who spread negative WOM about the former provider as a means of reducing ”
Talk Up or Criticize? Customer Responses to WOM About Competitors During Social Interactions (2014, unknown): “Matos et al. (2013) find a significant, positive effect of satisfaction on PWOM (β = .25), and Voorhees et al. (2006) find a significant, negative effect on NWOM (β = –.40).”
Customer forgiveness following service failures (2016, background): “For example, customers may simply find another service provider (exit), ask for a resolution and reparation (voice), or remain ‘silent’ (loyal to a firm) [28,29].”