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Cited by 195Customer Service Quality and LoyaltyService and Product InnovationConsumer Behavior and Marketing Influence

The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.

Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes

Estelami, Hooman·2000·Journal of Service Research
DOI 10.1177/109467050023006
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Abstract

This article examines the impact of competition and complaint handling procedures on the creation of outstanding complaint resolutions. Using a survey of consumer selfreports of delightful and disappointing complaint experiences, competition is found to have a direct but nonlinear relationship with delight in consumer complaint resolutions. Moreover, the relative impact of consumer loyalty as well as various aspects of complaint handling procedures on the creation of delightful or disappointing resolutions to consumer complaints is examined. Consumer delight and disappointment with complaint outcomes are found to be primarily influenced by compensatory aspects of complaint resolutions.

Overview

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Registry

Crossref · 10.1177/109467050023006

Cites

4 of 4 references verified0 citation errors · 0 not checkable

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Citations

Cites

Research works printed but not linked: 73

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Metadata

Authors
Estelami, H.
Affiliations
Fordham University (US)
Corresponding author
Estelami, Hooman
ORCID
Estelami, Hooman
Venue
Journal of Service Research
Publisher
SAGE Publications
Published
2000-02
Volume
2
Issue
3
Pages
285-300
ISSN
  • 1094-6705 (ISSN-L)
  • 1552-7379
DOI
10.1177/109467050023006
OpenAlex
W2096737858
Cited by
195
References
4
Citations by year
2026: 1 · 2025: 3 · 2024: 2 · 2023: 7 · 2022: 4 · 2021: 9 · 2020: 13 · 2019: 11 · 2018: 13 · 2017: 5 · 2016: 6 · 2015: 13 · 2014: 15 · 2013: 14 · 2012: 8
FWCI
8.83
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
Journal of Service Research (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
Keywords
customer complaints, complaint handling, competition, grievance procedures, customer loyalty, nonlinear effects

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