The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
A Model for Customer Complaint Management
Abstract
A model of customer complaint management is developed in terms of defensive marketing strategy. Based on an explicit microfoundation, firms' incentives to manage complaints are analyzed. In the context of a monopoly and homogeneous oligopoly, we discuss the optimal levels of customer compensation and effort and characterize industries where complaint management is likely to be used. We then examine a differentiated oligopoly and find an explicit formula for the market share gains associated with complaint management. This is illustrated in an example with real data. We finally consider the trade-off between defensive strategy in the form of complaint management and various offensive marketing tools such as advertising and pricing.
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Citations
Cites
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Fornell, C., & Wernerfelt, B. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400401 · Cited by 1,395
Self-citation
Cited by
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Self-citationThe antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Customer engagement: exploring customer relationships beyond purchase.
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012) · Journal of Marketing Theory and Practice · doi:10.2753/mtp1069-6679200201 · Cited by 2,089
Bolton, R. N. (1998) · Marketing Science · doi:10.1287/mksc.17.1.45 · Cited by 1,948
Metadata
- Authors
- Fornell, C., & Wernerfelt, B.
- Venue
- Marketing Science
- Published
- 1988-08
- Volume
- 7
- Issue
- 3
- Pages
- 287-298
- ISSN
- 0732-2399 (ISSN-L)
- 1526-548X
- OpenAlex
- W1973774762
- Cited by
- 350
- References
- 1
- FWCI
- 1.62
- Type
- journal article
- Language
- en
- Open access
- closed
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