Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship

Morgeson, FV, Hult, GTM, Mithas, S et al. (2 more authors) (2020) Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship. Journal of Marketing. ISSN 0022-2429

Abstract

Metadata

Authors/Creators:
  • Morgeson, FV
  • Hult, GTM
  • Mithas, S
  • Keiningham, T
  • Fornell, C
Copyright, Publisher and Additional Information: © American Marketing Association 2020. This is an author produced version of an article published in Journal of Marketing. Uploaded in accordance with the publisher's self-archiving policy.
Keywords: customer complaint behavior, complaint recovery, customer loyalty, complaint management incentives, exit-voice-loyalty theory, customer satisfaction
Dates:
  • Accepted: 4 May 2020
  • Published (online): 23 June 2020
Institution: The University of Leeds
Academic Units: The University of Leeds > Faculty of Business (Leeds) > International Business Division (LUBS) (Leeds)
Depositing User: Symplectic Publications
Date Deposited: 15 Jul 2020 10:22
Last Modified: 15 Jul 2020 10:49
Status: Published online
Publisher: SAGE Publications
Identification Number: https://doi.org/10.1177/0022242920929029

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