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Consumer complaining to firms: the determinants of channel choice

https://doi.org/10.1108/08876040410528746
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

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Coping as a mediator of emotion.
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Do people aggress to improve their mood? Catharsis beliefs, affect regulation opportunity, and aggressive responding.
inferredcites →https://doi.org/10.1037/0033-2909.119.2.179openalex-snapshot
Complaints and complaining: Functions, antecedents, and consequences.
inferredcites →https://doi.org/10.1108/09590559310042305openalex-snapshot
COMPLAINT BEHAVIOUR, PRICE PAID AND THE STORE PATRONIZED
inferredcites →https://doi.org/10.1108/eum0000000005657openalex-snapshot
E‐complaining: a content analysis of an Internet complaint forum
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Equity, Equality, and Need: What Determines Which Value Will Be Used as the Basis of Distributive Justice?
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Customer Dissatisfaction: The Relationship Between Types of Problems and Customer Response
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Individual and Situational Factors Influencing Negative Word‐of‐Mouth Behaviour
inferredcites →https://doi.org/10.1177/002224298304700107openalex-snapshot
Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study
inferredcites →https://doi.org/10.1177/002224298805200108openalex-snapshot
Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues
inferredcites →https://doi.org/10.1177/002224378702400302openalex-snapshot
Product/Consumption-Based Affective Responses and Postpurchase Processes
inferredcites →https://doi.org/10.1177/009207038701500303openalex-snapshot
A Multivariate Analysis of Responses to Dissatisfaction
inferredcites →https://doi.org/10.1177/009207039001800101openalex-snapshot
Voice, Exit, and Negative Word-of-Mouth Behaviors: An Investigation Across Three Service Categories
inferredcites →https://doi.org/10.1177/0092070397254002openalex-snapshot
A Study of the Relationships between Cognitive Appraisals and Consumption Emotions
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Why Don't Some People Complain? A Cognitive-Emotive Process Model of Consumer Complaint Behavior
inferredcites →https://doi.org/10.1177/0146167292183004openalex-snapshot
Complaining Behavior in Social Interaction
inferredcites →https://doi.org/10.1177/03079450094298openalex-snapshot
The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
inferredcites →https://doi.org/10.2307/1250551openalex-snapshot
Consumer and Industrial Buying Behavior
inferredcites →https://doi.org/10.2307/3053179openalex-snapshot
Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress
inferredcites →https://doi.org/10.2307/3151408openalex-snapshot
Selected Determinants of Consumer Satisfaction and Complaint Reports

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Privacy Risks, Emotions, and Social Media
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Influência da estocagem nas características sensoriais da margarina
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Open Voice or Private Message? The Hidden Tug-of-War on Social Media Customer Service
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Will You Tolerate This? The Impact of Affective Commitment on Complaint Intention and Postrecovery Behavior
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The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research
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Consumers Complain More Fiercely Through Small-Screen Devices: The Role of Spatial Crowding Perception
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How We Complain: The Effect of Personality on Consumer Complaint Channels
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Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure
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Yükseköğretim Kurumlarında Öğrenci Şikayetlerinin ve Şikayet Yönetiminin Değerlendirilmesi
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Discovering Call Interaction Fluency: A Way to Improve Experiences with Call Centres
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Consumer Behaviour and Warranty Claim: A Study on Czech Consumers
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CONSUMER’S EVALUATION ABOUT SERVICE RECOVERY: THE ROLE OF SOCIAL COMPARISON
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Customer retention through the equal incorporation of continuous improvement(CI), culture and customer service
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تمکين مواقع التواصل الاجتماعي للمستهلک وأثره علي نواياه السلوکية نحو الشکوى : دراسة تطبيقية علي شرکات الهاتف المحمول بمصر
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Antecedents to Intention to Engage in the Online Negative Word-of-Mouth Communication
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The Link Between Causal Attribution and Recovery Satisfaction in Mobile Money Transaction Failures: The Mediating Role of Negative Emotions
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Turizm ve Şikâyet: Bibliyometrik Bir Analiz
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Open Voice or Private Message? The Hidden Tug-of-War on Social Media Customer Service
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Factors Affecting Negative E-WOM: A Literature Review and Merged Model
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FAKTOR-FAKTOR PEMBENTUK PERILAKU PELANGGAN "PINNOCHIO" DI KUPANG
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Disentangling the Impact of Omnichannel Integration on Consumer Behavior in Integrated Sales Channels
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Adalet Algısı Boyutlarının Şikâyet Sonrası Davranışlar Üzerine Etkileri: Konaklama İşletmeleri Üzerine Bir Uygulama
inferred← citeshttps://doi.org/10.26686/wgtn.16985278openalex-snapshot
Consumer Intentions to Use Electronic Banking Channels: The Role of Task-Channel Fit
inferred← citeshttps://doi.org/10.2753/joa0091-3367390202openalex-snapshot
The Implications of Third-Party Customer Complaining for Advertising Efforts
inferred← citeshttps://doi.org/10.2753/pss0885-3134330110openalex-snapshot
The Effects of Facial Attractiveness and Gender on Customer Evaluations during a Web-Video Sales Encounter
inferred← citeshttps://doi.org/10.29105/tys24.54-7openalex-snapshot
¿Actitudes de Anti-Consumo y Venganza? Cuando las Empresas Socialmente Responsables Fallan
inferred← citeshttps://doi.org/10.29226/tr1001.2019.142openalex-snapshot
An Investigation of Negative Reviews on Tripadvisor about the Seafood Restaurants in Kyrenia
inferred← citeshttps://doi.org/10.31274/itaa_proceedings-180814-147openalex-snapshot
The Impact of Service Recovery Communication Channel on Perceived Quality of Service Recovery and Consumer Behavior
inferred← citeshttps://doi.org/10.32572/guntad.993439openalex-snapshot
Kapadokya Bölgesi’nde Faaliyet Gösteren Seyahat Acentelerine Yönelik E-Şikâyetlerin İçerik Analizi ile İncelenmesi: TripAdvisor Örneği
inferred← citeshttps://doi.org/10.3390/buildings11040144openalex-snapshot
Organisational Justice Analysis of Facility Managers’ Responses to User’s Post-Occupancy Feedback
inferred← citeshttps://doi.org/10.35826/ijoess.3374openalex-snapshot
HOW DOES ELECTRONIC WORD-OF-MOUTH COMMUNICATION AFFECT THE DIGITAL IMAGE OF TRAV
inferred← citeshttps://doi.org/10.4067/s0718-18762008000100002openalex-snapshot
Exploring Relationships between Products Characteristics and B2C Interaction in Electronic Commerce
inferred← citeshttps://doi.org/10.4337/9780857937971.00014openalex-snapshot
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The Role of Communication Justice and Assertive Communication in B2C Marketplace Post Recovery Satisfaction
inferred← citeshttps://doi.org/10.5020/2318-0722.2014.v20n2p633openalex-snapshot
Consequentes de atitudes de vingança: novos olhares sobre os aspectos negativos no comportamento do consumidor
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Analyzing Service Failure Themes on Online Healthcare Product: Focusing on Online Consumers' Word-of-mouse
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Construct Validation of Consumer Complaint Behavioral Scale in the Malaysian Mobile Phone Services Industry
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Coping behaviors V.S Customer Complaint Behavior: A Study of Iranian Consumers 'Coping Behaviors with Service Failures
inferred← citeshttps://doi.org/10.58830/ozgur.pub628.c2711openalex-snapshot
Çok Kanallı Pazarlama Stratejileri Dijital ve Fizikselin Buluşması
inferred← citeshttps://doi.org/10.5897/ajbm10.1138openalex-snapshot
Customer complaints and complaint behaviours in Turkish hotel restaurants: An application in Lara and Kundu areas of Antalya
inferred← citeshttps://doi.org/10.5958/2455-3298.2022.00007.1openalex-snapshot
Customer Complaining Behavior Towards Online Shopping Sites: A Study of Himachal Pradesh
inferred← citeshttps://doi.org/10.70675/e9eae085z6eacz41f6z9082zf19dca17e246openalex-snapshot
Quand le client évite de demander assistance : comprendre les ressorts de l'évitement et envisager les effets du chat comme canal de demande d'assistance
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Do Personality Types Make Consumers Exhibit Different Complaint Behaviors?
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Evaluación de quejas de consumidores durante COVID-19 analizando Twitter a gran escala
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A voz do consumidor no setor de telecomunicações: um estudo das reclamações no consumidor.gov.br
inferred← citeshttps://doi.org/10.9790/487x-1440917openalex-snapshot
Recollection Skills of Television Advertisement among Secondary School Students in Makurdi, Benue State, Nigeria
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