Relationship correspondence: similarities and differences in business response to complimentary versus complaining consumers

Journal of Business Research

Volumn 17, Issue 2, 1988, Pages 155-173

  Martin, Charles L ^a   Smart, Denise T ^b  

^a WICHITA STATE UNIVERSITY   (United States)

^b TEXAS A AND M UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 38249028348     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/0148-2963(88)90049-5     Document Type: Article

References (33)

1. Consumers Complain—Does Business Respond?
2. Coke Drinkers Talk A Lot
3. Making Servise a Potent Marketing Tool
4. Relationship Marketing
5. Manufacturer's Response to Consumer Complaints on Guaranteed Products
6. ABC = Auditing Business Communications
7. Consumer Complaints: How 155 Letters Were Handled
8. Responses To Consumers' Letters Of Complaint: Some Implications For Managers Of Consumer Affairs Departments
9. The Hidden Agenda of Consumer Complaining
10. Customer Mail: How To Keep Friends
11. Post-Purchase Consumer Processes and the Complaining Consumer
12. Consumer Complaint Handling As A Strategic Marketing Tool
13. Warranty and Complaint Policies An Opportunity for Marketing Management
14. Characteristics of Consumer Complainers and Complaint and Repatronage Behavior
15. How Marketers Can Better Understand Consumers
16. Responding To Consumer Complaints: Organizational Considerations
17. A Consumer Writes for Consumer Rights
18. When Guests Complain
19. Why Keep Throwing The Needles Back?
20. Readability Formulas Can Aid Good Writing
21. Consumer Satisfaction: The Measure of Marketing Effectiveness
22. A Note on Business Replies to Consumer Letters of Praise and Complaint
23. Consumer Complaints and Managerial Response A Holistic Approach
24. Negative Word-of-Mouth by Dissatisfied Consumers A Pilot Study
25. What About Compliments: A Followup Study on Customer Complaints and Compliments
26. A Marketing Approach for Customer Retention
27. Relationship Management: Managing the Selling and the Buying Interface