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Public Relations Review, ISSN 0363-8111, 06/2015, Volume 41, Issue 2, pp. 195 - 204
Social media provide numerous possibilities for consumers and other stakeholders to voice their complaints about organizations in public. While this can damage... 
Negative word-of-mouth | Complaining | Image repair | Social media | Content analysis | CRISIS COMMUNICATION | RESPONSIVENESS | MANAGEMENT | ATTRIBUTION | BUSINESS | SATISFACTION | WORD-OF-MOUTH | MEDIA | COMMUNICATION | Consumer complaints | Online social networks | Studies | Business communications | Reputation management | Social networks | Complaints | Customer satisfaction
Journal Article
Advances in Nursing Science, ISSN 0161-9268, 07/2019, Volume Publish Ahead of Print, Issue 4, pp. 278 - 288
Nursing ethics are fundamental principles to nursing practice. The purpose of this study is to analyze patientsʼ complaints filed against nurses from a nursing... 
ethic of belonging | patients' complaints | NURSING | PARENTS | human caring | patient rights | SCIENCE | nursing ethics | CARE | Social aspects | Consumer complaints | Nurse and patient | Analysis | Ethical aspects | Nursing ethics
Journal Article
BMC Health Services Research, ISSN 1472-6963, 07/2018, Volume 18, Issue 1, pp. 551 - 12
Journal Article
Journal of Retailing and Consumer Services, ISSN 0969-6989, 07/2018, Volume 43, pp. 68 - 76
Given the rising number of fraudulent returns and illegitimate complaints both in merchandise and service settings, the purpose of this paper is to advance our... 
Service failure | Dysfunctional consumer behavior | Complaining | Illegitimate complaining | CONFLICT | SERVICE ENCOUNTERS | BUSINESS | PHYSICAL ATTRACTIVENESS | ATTITUDE | CUSTOMERS | CREDIBILITY | ORGANIZATIONS | CONSEQUENCES | TRUSTWORTHINESS | COMMUNICATION | Consumer behavior | Business schools | Insurance fraud | Consumer complaints | Workers | Analysis
Journal Article
1984, Occasional papers / University of Illinois, Graduate School of Library and Information Science, Volume no. 166, 34
Book
Journal of Retailing, ISSN 0022-4359, 03/2015, Volume 91, Issue 1, pp. 109 - 124
In this study, the authors aim to understand whether, to what extent, and under what circumstances, organizational responses to customer complaints improve... 
Congruence approach | Customer profitability | Service failure | Latent class modeling | Complaint handling | Contingency framework | New product failure | Evaluation | Consumer complaints | Analysis | Studies | Complaints | Customer services | Retailing industry | Quality of service
Journal Article
Journal of Marketing, ISSN 0022-2429, 9/2014, Volume 78, Issue 5, pp. 42 - 57
Although customer complaints are a well-studied aspect of business, no study has measured the impact of actual complaints and recoveries on subsequent customer... 
complaints | churn | complaint management | recovery | failure | Complaints | Churn | Recovery | Complaint management | Failure | BEHAVIOR | PERFORMANCE | SELF-GENERATED VALIDITY | IN-SERVICE RECOVERY | BUSINESS | MODEL | SATISFACTION | IMPACT | CONSUMER | LIFETIME VALUE | Influence | Research | Marketing research | Consumer complaints
Journal Article
Journal of Business Research, ISSN 0148-2963, 02/2016, Volume 69, Issue 2, pp. 944 - 955
The study explores the effects of two sets of factors relating to complaint management on firm performance, namely, (1) customer response factors and (2)... 
Firm performance | Justice theory | Organizational learning | FsQCA | Complaint management | PERSPECTIVE | ORGANIZATIONAL JUSTICE | PERFORMANCE | MARKET ORIENTATION | COMPLEXITY THEORY | BUSINESS | SATISFACTION | INTEGRATION | WORD-OF-MOUTH | LEARNING ORGANIZATION | PERCEPTIONS | Consumer complaints | Analysis | Customer service
Journal Article