Journal article

Coping with customer complaints

Simon J Bell, James A Luddington

Journal of Service Research | SAGE PUBLICATIONS INC | Published : 2006

DOI: 10.1177/1094670505283785

Citation metrics

41Web of Science
51Scopus

Keywords

Locus
Affectivity
Customer Complaints
Negative Affectivity
Performance-Appraisal Feedback
Business & Economics
Service Quality
Self-Esteem
Causal Model
Positive Affect
Business
Prosocial Behaviors
Social Sciences
Customer Service
Employee Responses
Structural Equation Models