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Cited by 2,723Customer Service Quality and LoyaltyService and Product InnovationCustomer churn and segmentation

The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.

Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing

Tax, Stephen S., Brown, Stephen W., Chandrashekaran, Murali·1998·Journal of Marketing
DOI 10.2307/1252161
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Abstract

Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully with service failures or the impact of complaint handling strategies. In this study, the authors find that a majority of complaining customers were dissatisfied with recent complaint handling experiences. Using justice theory, the authors also demonstrate that customers evaluate complaint incidents in terms of the outcomes they receive, the procedures used to arrive at the outcomes, and the nature of the interpersonal treatment during the process. In turn, the authors develop and test competing hypotheses regarding the interplay between satisfaction with complaint handling and prior experience in shaping customer trust and commitment. The results support a quasi “brand equity” perspective—whereas satisfaction with complaint handling has a direct impact on trust and commitment, prior positive experiences mitigate, to a limited extent, the effects of poor complaint handling. Implications for managers and scholars are discussed.

Overview

Integrity signals

Registry

Crossref · 10.1177/002224299806200205

Cites

13 of 13 references verified0 citation errors · 0 not checkable

Statistics

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Verification

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Citations

Cites

Research works printed but not linked: 56

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Metadata

Authors
Tax, S. S., Brown, S. W., & Chandrashekaran, M.
Affiliations
  • University of Victoria (CA)
  • Arizona State University (US)
  • University of Cincinnati (US)
ORCID
Venue
Journal of Marketing
Publisher
SAGE Publications
Published
1998-04
Volume
62
Issue
2
Pages
60-76
ISSN
  • 0022-2429 (ISSN-L)
  • 1547-7185
DOI
10.2307/1252161
OpenAlex
W2313319791
Cited by
2,723
References
13
Citations by year
2026: 145 · 2025: 77 · 2024: 76 · 2023: 95 · 2022: 97 · 2021: 104 · 2020: 94 · 2019: 115 · 2018: 115 · 2017: 118 · 2016: 134 · 2015: 137 · 2014: 176 · 2013: 134 · 2012: 158
FWCI
69.34
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)
Locations
Journal of Marketing (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 › Customer churn and segmentation
Keywords
service complaints, complaint handling, consumer evaluation, relationship marketing, customer loyalty, customer commitment, customer satisfaction

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