The effects of service recovery on consumer satisfaction: a comparison between complainants and non-complainants

Author： Kau Ah-Keng   Loh Elizabeth Wan-Yiun  

Publisher： Emerald Group Publishing Ltd

ISSN： 0887-6045

Source： Journal of Services Marketing, Vol.20, Iss.2, 2006-02, pp. : 101-111

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Related content

Advertising complainants: who and where are they?

By Crosier Keith   Erdogan B. Zafer  

Journal of Marketing Communications, Vol. 7, Iss. 2, 2001-06 ,pp. : 109-120

Routledge Ltd

Access to resources Recommend Favorite

Do complainants appreciate overcompensation? A meta-analysis on the effect of simple compensation vs. overcompensation on post-complaint satisfaction

By Gelbrich Katja  

Marketing Letters, Vol. 22, Iss. 1, 2011-03 ,pp. : 31-47

Springer Publishing Company

Access to resources Recommend Favorite

Complaint behaviour: a study of the differences between complainants about advertising in Australia and the population at large

By Volkov Michael   Harker Debra   Harker Michael  

Journal of Consumer Marketing, Vol. 19, Iss. 4, 2002-07 ,pp. : 319-332

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Who's complaining? Using MOSAIC to identify the profile of complainants

By Volkov Michael   Harker Debra   Harker Michael  

Marketing Intelligence & Planning, Vol. 23, Iss. 3, 2005-05 ,pp. : 296-312

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Opinions about advertising in Australia: a study of complainants

By Volkov Michael   Harker Debra   Harker Michael  

Journal of Marketing Communications, Vol. 8, Iss. 4, 2002-12 ,pp. : 229-242

Routledge Ltd

Access to resources Recommend Favorite