메뉴 건너뛰기




Volumn 18, Issue 1, 2007, Pages 25-51

Complainer characteristics when exit is closed

Author keywords

Complaints; Consumer behaviour; Demographics; Monopolies

Indexed keywords


EID: 33947112795     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230710732885     Document Type: Article
Times cited : (37)

References (87)
  • 1
    • 33947416798 scopus 로고
    • Cross-category variation in customer satisfaction and repurchase
    • Anderson, E.W. (1994), "Cross-category variation in customer satisfaction and repurchase", Marketing Letters, Vol. 5, pp. 19-30.
    • (1994) Marketing Letters , vol.5 , pp. 19-30
    • Anderson, E.W.1
  • 2
    • 33947190782 scopus 로고
    • Consumer dissatisfaction as a measure of market performance
    • Andreasen, A.R. (1977), "Consumer dissatisfaction as a measure of market performance", Journal of Consumer Policy, Vol. 1, pp. 311-22.
    • (1977) Journal of Consumer Policy , vol.1 , pp. 311-22
    • Andreasen, A.R.1
  • 3
    • 0000316560 scopus 로고
    • Consumer response to dissatisfaction in loose monopolies: The case of medical care
    • Andreasen, A.R. (1985), "Consumer response to dissatisfaction in loose monopolies: the case of medical care", Journal of Consumer Research, Vol. 12, pp. 135-41.
    • (1985) Journal of Consumer Research , vol.12 , pp. 135-41
    • Andreasen, A.R.1
  • 4
    • 0001937299 scopus 로고
    • Consumer complaints and redress: What we know and what we don't know
    • Maynes, E.S. American Council on Consumer Interests Columbia, MO
    • Andreasen, A.R. (1988), "Consumer complaints and redress: what we know and what we don't know", in Maynes, E.S. (Ed.), The Frontier of Research in the Consumer Interest, American Council on Consumer Interests, Columbia, MO.
    • (1988) The Frontier of Research in the Consumer Interest
    • Andreasen, A.R.1
  • 5
    • 0011134348 scopus 로고
    • Consumers complain - Does business respond?
    • Andreasen, A.R. and Best, A. (1977), "Consumers complain - does business respond?", Harvard Business Review, Vol. 55, pp. 93-101.
    • (1977) Harvard Business Review , vol.55 , pp. 93-101
    • Andreasen, A.R.1    Best, A.2
  • 6
    • 84933715347 scopus 로고
    • A comprehensive study of consumer satisfaction with durable goods
    • Hunt, H.K. Association for Consumer Research Ann Arbor, MI
    • Ash, S.B. (1978), "A comprehensive study of consumer satisfaction with durable goods", in Hunt, H.K. (Ed.), Advances in Consumer Research, Association for Consumer Research, Ann Arbor, MI.
    • (1978) Advances in Consumer Research
    • Ash, S.B.1
  • 7
    • 0011052907 scopus 로고
    • Profiling consumers who register complaints against auto repair services
    • Bearden, W.O. (1983), "Profiling consumers who register complaints against auto repair services", The Journal of Consumer Affairs, Vol. 17, pp. 315-35.
    • (1983) The Journal of Consumer Affairs , vol.17 , pp. 315-35
    • Bearden, W.O.1
  • 8
    • 0001655709 scopus 로고
    • An investigation of influences on consumer complaint reports
    • Kinnear, T. Association for Consumer Research Ann Arbor, MI
    • Bearden, W.O. and Mason, J.B. (1984), "An investigation of influences on consumer complaint reports", in Kinnear, T. (Ed.), Advances in Consumer Research, Association for Consumer Research, Ann Arbor, MI.
    • (1984) Advances in Consumer Research
    • Bearden, W.O.1    Mason, J.B.2
  • 9
    • 0037688690 scopus 로고
    • The role of public and private complaining in satisfaction with problem resolution
    • Bearden, W.O. and Oliver, R.L. (1985), "The role of public and private complaining in satisfaction with problem resolution", The Journal of Consumer Affairs, Vol. 19, pp. 222-40.
    • (1985) The Journal of Consumer Affairs , vol.19 , pp. 222-40
    • Bearden, W.O.1    Oliver, R.L.2
  • 11
    • 0040791634 scopus 로고
    • A path model of consumer complaint behavior
    • Bagozzi, R.P. American Marketing Association Chicago, IL
    • Bearden, W.O., Teel, J.E. and Crockett, M. (1980), "A path model of consumer complaint behavior", in Bagozzi, R.P. (Ed.), Marketing in the 80s, American Marketing Association, Chicago, IL.
    • (1980) Marketing in the 80s
    • Bearden, W.O.1    Teel, J.E.2    Crockett, M.3
  • 12
    • 84915363546 scopus 로고
    • Consumer response to unsatisfactory purchases: A survey of perceiving defeats, voicing complaints and obtaining redress
    • Best, A. and Andreasen, A.R. (1977), "Consumer response to unsatisfactory purchases: a survey of perceiving defeats, voicing complaints and obtaining redress", Law & Society, Vol. 11, pp. 490-5.
    • (1977) Law & Society , vol.11 , pp. 490-5
    • Best, A.1    Andreasen, A.R.2
  • 13
    • 24344450200 scopus 로고
    • How do consumers express dissatisfaction and what can service marketers do about it?
    • Bolfing, C.P. (1989), "How do consumers express dissatisfaction and what can service marketers do about it?", Journal of Services Marketing, Vol. 3, pp. 5-23.
    • (1989) Journal of Services Marketing , vol.3 , pp. 5-23
    • Bolfing, C.P.1
  • 15
    • 0007245002 scopus 로고    scopus 로고
    • Crossing the threshold
    • Bryant, B.E. and Cha, J. (1996), "Crossing the threshold", Marketing Research, Vol. 8, pp. 20-9.
    • (1996) Marketing Research , vol.8 , pp. 20-9
    • Bryant, B.E.1    Cha, J.2
  • 16
    • 0000375425 scopus 로고
    • An investigation into the determinants of customer satisfaction
    • Churchill, G. and Surprenant, S. (1983), "An investigation into the determinants of customer satisfaction", Journal of Marketing Research, Vol. 19, pp. 491-504.
    • (1983) Journal of Marketing Research , vol.19 , pp. 491-504
    • Churchill, G.1    Surprenant, S.2
  • 18
    • 0000543936 scopus 로고
    • Modeling choices among alternative responses to dissatisfaction
    • Kinnear, T.C. Association for Consumer Research Provo, UT
    • Day, R.L. (1984), "Modeling choices among alternative responses to dissatisfaction", in Kinnear, T.C. (Ed.), Advances in Consumer Research, Association for Consumer Research, Provo, UT.
    • (1984) Advances in Consumer Research
    • Day, R.L.1
  • 19
    • 0000387931 scopus 로고
    • Consumer response to dissatisfaction with durable products
    • Day, R.L. and Ash, S.B. (1979), "Consumer response to dissatisfaction with durable products", Advances in Consumer Research, Vol. VI, pp. 438-44.
    • (1979) Advances in Consumer Research , vol.6 , pp. 438-44
    • Day, R.L.1    Ash, S.B.2
  • 20
    • 33947181213 scopus 로고
    • A comprehensive study of satisfaction with consumer services
    • Day, R. Indiana University School of Business Bloomington, IN
    • Day, R.L. and Bodur, M. (1977), "A comprehensive study of satisfaction with consumer services", in Day, R. (Ed.), Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Indiana University School of Business, Bloomington, IN.
    • (1977) Consumer Satisfaction, Dissatisfaction and Complaining Behavior
    • Day, R.L.1    Bodur, M.2
  • 21
    • 0000980968 scopus 로고
    • Consumer response to dissatisfaction with services and intangibles
    • Day, R.L. and Bodur, M. (1978), "Consumer response to dissatisfaction with services and intangibles", Advances in Consumer Research, Vol. 5, pp. 263-72.
    • (1978) Advances in Consumer Research , vol.5 , pp. 263-72
    • Day, R.L.1    Bodur, M.2
  • 22
    • 33947182767 scopus 로고
    • Analysis of average satisfaction scores of individuals over product categories
    • Day, R. Hunt, H.K. School of Business Bloomington, IN
    • Day, R.L. and Bodur, M. (1979), "Analysis of average satisfaction scores of individuals over product categories", in Day, R. and Hunt, H.K. (Eds), New Dimensions for Consumer Satisfaction and Complaining Behavior, School of Business, Bloomington, IN.
    • (1979) New Dimensions for Consumer Satisfaction and Complaining Behavior
    • Day, R.L.1    Bodur, M.2
  • 23
    • 0003002481 scopus 로고
    • Toward a theory of consumer complaining behavior
    • Woodside, A. Sheth, J. Bennett, P. North-Holland New York, NY
    • Day, R.L. and Landon, J.E.L. (1977), "Toward a theory of consumer complaining behavior", in Woodside, A., Sheth, J. and Bennett, P. (Eds), Consumer and Industrial Buying Behavior, North-Holland, New York, NY.
    • (1977) Consumer and Industrial Buying Behavior
    • Day, R.L.1    Landon, J.E.L.2
  • 25
    • 38248998734 scopus 로고
    • Differentiation as a basis for explaining customer satisfaction across industries
    • Fornell, C. and Johnson, M.D. (1993), "Differentiation as a basis for explaining customer satisfaction across industries", Journal of Economic Psychology, Vol. 14, pp. 681-96.
    • (1993) Journal of Economic Psychology , vol.14 , pp. 681-96
    • Fornell, C.1    Johnson, M.D.2
  • 26
    • 33845237898 scopus 로고
    • Defensive marketing strategy by customer complaint management: A theoretical analysis
    • Fornell, C. and Wernefelt, B. (1987), "Defensive marketing strategy by customer complaint management: a theoretical analysis", Journal of Marketing Research, Vol. 24, pp. 337-46.
    • (1987) Journal of Marketing Research , vol.24 , pp. 337-46
    • Fornell, C.1    Wernefelt, B.2
  • 28
    • 0041864583 scopus 로고
    • Socio-economic and demographic determinants of consumer problem perception
    • Francken, D.A. and van Raaij, W.F. (1985), "Socio-economic and demographic determinants of consumer problem perception", Journal of Consumer Policy, Vol. 8, pp. 303-15.
    • (1985) Journal of Consumer Policy , vol.8 , pp. 303-15
    • Francken, D.A.1    Van Raaij, W.F.2
  • 29
    • 84990370545 scopus 로고    scopus 로고
    • The relationships between culture and service quality perceptions
    • Furrer, O., Liu, B.S-C. and Sudharshan, D. (2000), "The relationships between culture and service quality perceptions", Journal of Service Research, Vol. 2, pp. 355-71.
    • (2000) Journal of Service Research , vol.2 , pp. 355-71
    • Furrer, O.1    Liu, B.S-C.2    Sudharshan, D.3
  • 30
    • 33947129467 scopus 로고
    • Filing and disposition of consumer complaints: Some empirical evidence
    • Gaedeke, R.M. (1972), "Filing and disposition of consumer complaints: some empirical evidence", Journal of Consumer affairs, Vol. 6, pp. 45-56.
    • (1972) Journal of Consumer Affairs , vol.6 , pp. 45-56
    • Gaedeke, R.M.1
  • 31
    • 0011823367 scopus 로고
    • Role perceptions of services: A cross-cultural comparison with behavioral implications
    • Goodwin, C. and Verhage, B.J. (1989), "Role perceptions of services: a cross-cultural comparison with behavioral implications", Journal of Economic Psychology, Vol. 10, pp. 543-59.
    • (1989) Journal of Economic Psychology , vol.10 , pp. 543-59
    • Goodwin, C.1    Verhage, B.J.2
  • 33
    • 0039013201 scopus 로고
    • Complainers and non-complainers revisited: Another look at the data
    • Monroe, K. Association for Consumer Research Washington, DC
    • Grønhaug, K. and Zaltman, G. (1980), "Complainers and non-complainers revisited: another look at the data", in Monroe, K. (Ed.), Advances in Consumer Research, Association for Consumer Research, Washington, DC.
    • (1980) Advances in Consumer Research
    • Grønhaug, K.1    Zaltman, G.2
  • 36
    • 33947173993 scopus 로고    scopus 로고
    • Consumer complaints and redress: An important mechanism for protection and empowering consumers
    • Hogarth, J.M. and English, M.P. (2002), "Consumer complaints and redress: an important mechanism for protection and empowering consumers", International Journal of Consumer Studies, Vol. 26, pp. 217-26.
    • (2002) International Journal of Consumer Studies , vol.26 , pp. 217-26
    • Hogarth, J.M.1    English, M.P.2
  • 37
    • 0009943789 scopus 로고    scopus 로고
    • Justice perceptions of complaints-handling: A cross-cultural comparison between PRC and Canadian customers
    • Hui, M.K. and Au, K. (2001), "Justice perceptions of complaints-handling: a cross-cultural comparison between PRC and Canadian customers", Journal of Business Research, Vol. 52, pp. 161-73.
    • (2001) Journal of Business Research , vol.52 , pp. 161-73
    • Hui, M.K.1    Au, K.2
  • 38
    • 0345956638 scopus 로고
    • Will the real consumer activist please stand up: An examination of consumers' opinions about marketing practices
    • Hustad, T.P. and Pessemier, E.A. (1973), "Will the real consumer activist please stand up: an examination of consumers' opinions about marketing practices", Journal of Marketing Research, Vol. 10, pp. 319-24.
    • (1973) Journal of Marketing Research , vol.10 , pp. 319-24
    • Hustad, T.P.1    Pessemier, E.A.2
  • 40
    • 0036888085 scopus 로고    scopus 로고
    • Comparing customer satisfaction across industries and countries
    • Johnson, M.D., Herrmann, A. and Gustafsson, A. (2002), "Comparing customer satisfaction across industries and countries", Journal of Economic Psychology, Vol. 23, pp. 749-69.
    • (2002) Journal of Economic Psychology , vol.23 , pp. 749-69
    • Johnson, M.D.1    Herrmann, A.2    Gustafsson, A.3
  • 42
    • 0004137986 scopus 로고
    • Appelton-Century-Crofts New York, NY
    • Jones, E.E. (1963), Integration, Appelton-Century-Crofts, New York, NY.
    • (1963) Integration
    • Jones, E.E.1
  • 43
    • 0037916111 scopus 로고
    • Complaints, redress and subsequent purchases of medical services by dissatisfied consumers
    • Kolodinsky, J. (1993), "Complaints, redress and subsequent purchases of medical services by dissatisfied consumers", Journal of Consumer Policy, Vol. 16, pp. 193-214.
    • (1993) Journal of Consumer Policy , vol.16 , pp. 193-214
    • Kolodinsky, J.1
  • 44
    • 21844482342 scopus 로고
    • Usefulness of economics and explaining consumer complaints
    • Kolodinsky, J. (1995), "Usefulness of economics and explaining consumer complaints", Journal of Consumer Affairs, Vol. 29, pp. 29-54.
    • (1995) Journal of Consumer Affairs , vol.29 , pp. 29-54
    • Kolodinsky, J.1
  • 45
    • 0030093863 scopus 로고    scopus 로고
    • Complaints and complaining: Functions, antecedents, and consequences
    • Kowalski, R.M. (1996), "Complaints and complaining: functions, antecedents, and consequences", Psychological Bulletin, Vol. 119, pp. 179-96.
    • (1996) Psychological Bulletin , vol.119 , pp. 179-96
    • Kowalski, R.M.1
  • 46
    • 0012358787 scopus 로고
    • Characteristics of consumer complainers and complaint repatronage behavior
    • Hunt, R.L.D.A.H.K. Indiana University Bloomington, IN
    • Kraft, F.B. (1977), "Characteristics of consumer complainers and complaint repatronage behavior", in Hunt, R.L.D.A.H.K. (Ed.), Consumer Satisfaction, Dissatisfaction and Complaining Behavior Proceedings, Indiana University, Bloomington, IN.
    • (1977) Consumer Satisfaction, Dissatisfaction and Complaining Behavior Proceedings
    • Kraft, F.B.1
  • 47
    • 1542631105 scopus 로고    scopus 로고
    • Customer complaints handling system: Key issues and concerns
    • Lam, N.W.W. and Dale, B.G. (1999), "Customer complaints handling system: key issues and concerns", Total Quality Management, Vol. 10, pp. 843-52.
    • (1999) Total Quality Management , vol.10 , pp. 843-52
    • Lam, N.W.W.1    Dale, B.G.2
  • 48
    • 0011419845 scopus 로고
    • A model of consumer complaint behavior
    • Day, R.L. Indiana University Department of Marketing Bloomington, IN
    • Landon, J. and Laird, E. (1977), "A model of consumer complaint behavior", in Day, R.L. (Ed.), Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Indiana University Department of Marketing, Bloomington, IN.
    • (1977) Consumer Satisfaction, Dissatisfaction and Complaining Behavior
    • Landon, J.1    Laird, E.2
  • 49
    • 84986685573 scopus 로고
    • Demographic characteristics of Canadian consumer complainers
    • Liefeld, J.P., Edgecombe, H.C. and Wolfe, L. (1975), "Demographic characteristics of Canadian consumer complainers", Journal of Consumer Affairs, Vol. 9, pp. 73-80.
    • (1975) Journal of Consumer Affairs , vol.9 , pp. 73-80
    • Liefeld, J.P.1    Edgecombe, H.C.2    Wolfe, L.3
  • 50
    • 0003711260 scopus 로고    scopus 로고
    • Prentice-Hall Upper Saddle River, NJ
    • Lovelock, C.H. (1996), Services Marketing, Prentice-Hall, Upper Saddle River, NJ.
    • (1996) Services Marketing
    • Lovelock, C.H.1
  • 52
    • 84986665019 scopus 로고
    • An explanatory behavioral and socioeconomic profile of consumer action about dissatisfaction with selected household appliances
    • Mason, J.B. and Himes, S.H.J. (1973), "An explanatory behavioral and socioeconomic profile of consumer action about dissatisfaction with selected household appliances", Journal of Consumer Affairs, Vol. 7, pp. 121-7.
    • (1973) Journal of Consumer Affairs , vol.7 , pp. 121-7
    • Mason, J.B.1    Himes, S.H.J.2
  • 53
    • 0010750737 scopus 로고
    • Complaint behavior: Analysis by demographics, lifestyle, and consumer values
    • Morganosky, M.A. and Buckley, H.M. (1986), "Complaint behavior: analysis by demographics, lifestyle, and consumer values", Advances in Consumer Research, Vol. 14.
    • (1986) Advances in Consumer Research , vol.14
    • Morganosky, M.A.1    Buckley, H.M.2
  • 54
    • 0002445738 scopus 로고
    • Characteristics of consumer complaints: Implications for marketing and public policy
    • Moyer, M.S. (1985), "Characteristics of consumer complaints: implications for marketing and public policy", Journal of Public Policy & Marketing, Vol. 3, pp. 67-84.
    • (1985) Journal of Public Policy & Marketing , vol.3 , pp. 67-84
    • Moyer, M.S.1
  • 55
    • 0000396442 scopus 로고
    • A cognitive model of antecedents & consequences of satisfaction decisions
    • Oliver, R.L. (1980), "A cognitive model of antecedents & consequences of satisfaction decisions", Journal of Marketing Research, Vol. 17, pp. 460-9.
    • (1980) Journal of Marketing Research , vol.17 , pp. 460-9
    • Oliver, R.L.1
  • 57
    • 33947156983 scopus 로고
    • Ansatzpunkte für eine selbsthilfeorientierte Verbraucherberatung: Ergebnisse einer empirischen Untersuchung
    • Reifner, U., Gorges, I. and Schmidtmann, I. (1980), "Ansatzpunkte für eine selbsthilfeorientierte Verbraucherberatung: Ergebnisse einer empirischen Untersuchung", Journal of Consumer Policy, Vol. 4, pp. 212-30.
    • (1980) Journal of Consumer Policy , vol.4 , pp. 212-30
    • Reifner, U.1    Gorges, I.2    Schmidtmann, I.3
  • 58
    • 0002662296 scopus 로고
    • Consumer perception of cost and benefits associated with complaining
    • Day, R. Hunt, H.K. School of Business Bloomington, IN
    • Richins, M.L. (1980), "Consumer perception of cost and benefits associated with complaining", in Day, R. and Hunt, H.K. (Eds), Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, School of Business, Bloomington, IN.
    • (1980) Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior
    • Richins, M.L.1
  • 59
    • 0001947422 scopus 로고
    • An analysis of consumer interaction styles in the marketplace
    • Richins, M.L. (1983), "An analysis of consumer interaction styles in the marketplace", Journal of Consumer Research, Vol. 10, pp. 73-83.
    • (1983) Journal of Consumer Research , vol.10 , pp. 73-83
    • Richins, M.L.1
  • 60
    • 51249173625 scopus 로고
    • A multivariate analysis of responses to dissatisfaction
    • Richins, M.L. (1987), "A multivariate analysis of responses to dissatisfaction", Journal of the Academy of Marketing Science, Vol. 15, pp. 24-32.
    • (1987) Journal of the Academy of Marketing Science , vol.15 , pp. 24-32
    • Richins, M.L.1
  • 61
    • 0346501273 scopus 로고
    • What about compliments: A follow-up study on customer complaints and compliments
    • Hunt, H.K. Day, R.L. Indiana University Press Bloomington, IN
    • Robinson, L.M. and Berl, R.L. (1980), "What about compliments: a follow-up study on customer complaints and compliments", in Hunt, H.K. and Day, R.L. (Eds), Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior, Indiana University Press, Bloomington, IN.
    • (1980) Refining Concepts and Measures of Consumer Satisfaction and Complaining Behavior
    • Robinson, L.M.1    Berl, R.L.2
  • 63
    • 26844468391 scopus 로고    scopus 로고
    • Customer switching patterns in competitive and noncompetitive service industries
    • Roos, I., Edvardsson, B. and Gustafsson, A. (2004), "Customer switching patterns in competitive and noncompetitive service industries", Journal of Service Research, Vol. 6, pp. 256-72.
    • (2004) Journal of Service Research , vol.6 , pp. 256-72
    • Roos, I.1    Edvardsson, B.2    Gustafsson, A.3
  • 64
    • 84879958456 scopus 로고
    • The treatment of tuberculosis as a bargaining process
    • Rose, A.M. Houghton-Mifflin Boston, MA
    • Roth, J. (1962), "The treatment of tuberculosis as a bargaining process", in Rose, A.M. (Ed.), Human Behaviour and Social Processes: An Interactionist Approach, Houghton-Mifflin, Boston, MA.
    • (1962) Human Behaviour and Social Processes: An Interactionist Approach
    • Roth, J.1
  • 65
    • 0002221276 scopus 로고
    • Consumer complaint intentions and behavior: Definitional and taxonomical issues
    • Singh, J. (1988), "Consumer complaint intentions and behavior: definitional and taxonomical issues", Journal of Marketing, Vol. 52, pp. 93-107.
    • (1988) Journal of Marketing , vol.52 , pp. 93-107
    • Singh, J.1
  • 66
    • 0000173519 scopus 로고
    • Determinants of consumers' decisions to seek third party redress: An empirical study of dissatisfied patients
    • Singh, J. (1989), "Determinants of consumers' decisions to seek third party redress: an empirical study of dissatisfied patients", Journal of Consumer Affairs, Vol. 23, pp. 329-63.
    • (1989) Journal of Consumer Affairs , vol.23 , pp. 329-63
    • Singh, J.1
  • 67
    • 0002281450 scopus 로고
    • A typology of consumer dissatisfaction response styles
    • Singh, J. (1990a), "A typology of consumer dissatisfaction response styles", Journal of Retailing, Vol. 66, pp. 57-99.
    • (1990) Journal of Retailing , vol.66 , pp. 57-99
    • Singh, J.1
  • 68
    • 51249171851 scopus 로고
    • Voice, exit and negative word-of-mouth behaviors: An investigation across three service categories
    • Singh, J. (1990b), "Voice, exit and negative word-of-mouth behaviors: an investigation across three service categories", Journal of the Academy of Marketing Science, Vol. 18, pp. 1-15.
    • (1990) Journal of the Academy of Marketing Science , vol.18 , pp. 1-15
    • Singh, J.1
  • 69
    • 0141756605 scopus 로고
    • Identifying consumer dissatisfaction response styles: An agenda for future research
    • Singh, J. (1990c), "Identifying consumer dissatisfaction response styles: an agenda for future research", European Journal of Marketing, Vol. 24, pp. 55-72.
    • (1990) European Journal of Marketing , vol.24 , pp. 55-72
    • Singh, J.1
  • 70
    • 0002828086 scopus 로고
    • Industry characteristics and consumer dissatisfaction
    • Singh, J. (1991), "Industry characteristics and consumer dissatisfaction", The Journal of Consumer Affairs, Vol. 25, pp. 19-56.
    • (1991) The Journal of Consumer Affairs , vol.25 , pp. 19-56
    • Singh, J.1
  • 71
    • 0039944235 scopus 로고
    • Exploring the effects of consumers' dissatisfaction level on complaint behaviours
    • Singh, J. and Pandya, S. (1991), "Exploring the effects of consumers' dissatisfaction level on complaint behaviours", European Journal of Marketing, Vol. 25, pp. 7-21.
    • (1991) European Journal of Marketing , vol.25 , pp. 7-21
    • Singh, J.1    Pandya, S.2
  • 73
    • 0010092945 scopus 로고
    • Complaints and disenrollment at a health maintenance organization
    • Solnick, S.J. and Hemenway, D. (1992), "Complaints and disenrollment at a health maintenance organization", Journal of Consumer Affairs, Vol. 26, pp. 90-104.
    • (1992) Journal of Consumer Affairs , vol.26 , pp. 90-104
    • Solnick, S.J.1    Hemenway, D.2
  • 74
    • 1442325870 scopus 로고    scopus 로고
    • Regaining service customers: Costs and benefits of regain management
    • Stauss, B. and Friege, C. (1999), "Regaining service customers: costs and benefits of regain management", Journal of Service Research, Vol. 1, pp. 347-62.
    • (1999) Journal of Service Research , vol.1 , pp. 347-62
    • Stauss, B.1    Friege, C.2
  • 75
    • 0032375521 scopus 로고    scopus 로고
    • Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior
    • Stephens, N. and Gwinner, K.P. (1998), "Why don't some people complain? A cognitive-emotive process model of consumer complaint behavior", Journal of the Academy of Marketing Science, Vol. 26, p. 172.
    • (1998) Journal of the Academy of Marketing Science , vol.26 , pp. 172
    • Stephens, N.1    Gwinner, K.P.2
  • 78
    • 0002743415 scopus 로고    scopus 로고
    • Recovery and learning from service failure
    • Tax, S.S. and Brown, S.W. (1998), "Recovery and learning from service failure", Sloan Management Review, Vol. 40, pp. 75-88.
    • (1998) Sloan Management Review , vol.40 , pp. 75-88
    • Tax, S.S.1    Brown, S.W.2
  • 79
    • 20444471646 scopus 로고
    • Concentration of information power among consumers
    • Thorelli, H. (1971), "Concentration of information power among consumers", Journal of Marketing Research, Vol. 8, pp. 427-32.
    • (1971) Journal of Marketing Research , vol.8 , pp. 427-32
    • Thorelli, H.1
  • 80
    • 0002271779 scopus 로고
    • Models of consumer satisfaction formation: An extension
    • Tse, D.K. and Wilton, P.C. (1988), "Models of consumer satisfaction formation: an extension", Journal of Marketing Research, Vol. 25, pp. 204-12.
    • (1988) Journal of Marketing Research , vol.25 , pp. 204-12
    • Tse, D.K.1    Wilton, P.C.2
  • 81
    • 33947098719 scopus 로고
    • Beter klagende klanten dan ontevreden kopers
    • Verhage, B.J. and Richins, M.L. (1987), "Beter klagende klanten dan ontevreden kopers", Tijdschrift voor Marketing, Vol. 21, pp. 26-35.
    • (1987) Tijdschrift voor Marketing , vol.21 , pp. 26-35
    • Verhage, B.J.1    Richins, M.L.2
  • 83
    • 84995089913 scopus 로고
    • Consumer complaining and community involvement: An exploration of their theoretical and empirical linkages
    • Warland, R.H., Herrmann, R.O. and Moore, D.E. (1984), "Consumer complaining and community involvement: an exploration of their theoretical and empirical linkages", Journal of Consumer Affairs, Vol. 18, pp. 64-78.
    • (1984) Journal of Consumer Affairs , vol.18 , pp. 64-78
    • Warland, R.H.1    Herrmann, R.O.2    Moore, D.E.3
  • 84
    • 84986715204 scopus 로고
    • Dissatisfied consumers: Who gets upset and who takes action
    • Warland, R.H., Herrmann, R.O. and Willits, J. (1975), "Dissatisfied consumers: who gets upset and who takes action", Journal of Consumer Affairs, Vol. 9, pp. 148-63.
    • (1975) Journal of Consumer Affairs , vol.9 , pp. 148-63
    • Warland, R.H.1    Herrmann, R.O.2    Willits, J.3
  • 85
    • 0010675033 scopus 로고
    • Personality profiles of consumer complaint letter writers
    • Day, R.L. Indiana University Department of Marketing Bloomington, IN
    • Zaichkowsky, J. and Liefeld, J. (1977), "Personality profiles of consumer complaint letter writers", in Day, R.L. (Ed.), Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Indiana University Department of Marketing, Bloomington, IN.
    • (1977) Consumer Satisfaction, Dissatisfaction and Complaining Behavior
    • Zaichkowsky, J.1    Liefeld, J.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.