Reference health
Customer Complaints and Recovery Effectiveness: A Customer Base Approach
5 of 68 checkable references need attention · checked 2026-08-27
At the dated check, the references listed below either did not resolve in Crossref or DataCite, or carried a retraction notice. Each one is shown with the registry record that put it there.
12 without a DOI — not checked. A reference deposited without a DOI is never matched by title or guessed at; it stays outside the checked set, and this line discloses that.
References needing attention
does not resolve to a known work10.1509/jmkg.71.1.67
does not resolve to a known work10.1037//0021-9010.73.3.421
does not resolve to a known work10.1037//0022-3514.38.6.889
does not resolve to a known work10.1037//0022-3514.45.3.587
does not resolve to a known work10.1509/jmkg.72.1.27
The 63 checked references that resolve
resolves10.1177/002224299005400105
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
resolves10.1287/mksc.17.1.45
A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction
resolves10.1287/mnsc.1060.0594
The Effect of Service Experiences over Time on a Supplier’s Retention of Business Customers
resolves10.1509/jmkg.69.2.1.60755
Do Intentions Really Predict Behavior? Self-Generated Validity Effects in Survey Research
resolves10.1016/j.dss.2007.10.010
Improving customer complaint management by automatic email classification using linguistic style features as predictors
resolves10.1287/mksc.21.2.119.147
Optimal Pricing of New Subscription Services: Analysis of a Market Experiment
resolves10.1177/1094670502238917
Organizational Responses to Customer Complaints: What Works and What Doesn’t
resolves10.1287/mksc.1110.0666
The Sense and Non-Sense of Holdout Sample Validation in the Presence of Endogeneity
resolves10.1002/asmb.592
The value of simple models in new product forecasting and customer‐base analysis
resolves10.1287/mksc.1080.0482
Customer-Base Valuation in a Contractual Setting: The Perils of Ignoring Heterogeneity
resolves10.1287/mksc.1040.0098
“Counting Your Customers” the Easy Way: An Alternative to the Pareto/NBD Model
resolves10.1016/j.jretai.2008.06.002
The Effect of Compensation on Repurchase Intentions in Service Recovery☆
resolves10.1509/jmkg.2005.69.4.210
The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention
resolves10.2307/1914193
Attrition Bias in Experimental and Panel Data: The Gary Income Maintenance Experiment
resolves10.1177/0092070302250898
Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction
resolves10.1287/mksc.1050.0158
Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Lifetime Value
resolves10.1509/jmkg.69.3.95.66367
How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach
resolves10.1016/s0148-2963(00)00114-4
Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions
resolves10.1509/jmkg.66.4.57.18512
A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts
resolves10.1509/jmkg.67.1.46.18591
Firms Reap what they Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers’ Evaluations of Complaint Handling
resolves10.1177/109467050032002
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
resolves10.1509/jmkr.38.1.131.18832
Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics
resolves10.1007/s11747-009-0155-z
A meta-analysis of satisfaction with complaint handling in services
resolves10.1287/mksc.1050.0173
<b>Invited Commentary</b>—Modeling Opportunities in Service Recovery and Customer-Managed Interactions
resolves10.1509/jmkg.67.1.77.18589
The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration
resolves10.1207/s15327663jcp1603_10
Forgiven But Not Forgotten: Covert Uncertainty in Overt Responses and the Paradox of Defection‐Despite‐Trust
resolves10.1509/jmkg.68.4.76.42721
Measuring Marketing Productivity: Current Knowledge and Future Directions
resolves10.1287/mksc.18.1.77
What You <i>Don't</i> Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions
resolves10.1509/jmkg.68.1.109.24030
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
resolves10.1177/109467059800100106
An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters
resolves10.1177/002224379903600305
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
resolves10.1177/002224299806200205
Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing
resolves10.1509/jmkr.46.1.120
Dynamic and Competitive Effects of Direct Mailings: A Charitable Giving Application
resolves10.1016/j.ijresmar.2010.11.001
Extending the BG/NBD: A simple model of purchases and complaints
resolves10.1287/mksc.1090.0553
Return on Roller Coasters: A Model to Guide Investments in Theme Park Attractions
The 12 references without a DOI — listed, not checked
no DOI — not checkedListening to the Customer -The Concept of a Service-Quality Information System
no DOI — not checkedref31
no DOI — not checkedService Quality: The Six Criteria of Good Perceived Service Quality
no DOI — not checkedThe Profitable Art of Service Recovery
no DOI — not checkedExit, Voice, and Loyalty: Responses to Decline in Firms
no DOI — not checkedref45
no DOI — not checkedThe Direction of Consumer Complaint Research
no DOI — not checkedref55
no DOI — not checkedInteraction Orientation and Complaint Handling: Implications for Building Customer Equity
no DOI — not checkedMaking Complaints a Management Tool
no DOI — not checkedFeelings as Information: Informational and Motivational Functions of Affective States
no DOI — not checkedref75
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