Abstract
Studies exploring satisfaction/dissatisfaction as outcomes of complaint responses have been generally scant in the literature. However, TARP research (1986; 1979) suggests that an investigation into the conditions under which complaints can be converted into satisfaction appears critical for marketing effectiveness. To help guide such an investigation, this paper proposes a theoretical model of processes that underlie the complaint response---> satisfaction/dissatisfaction link.
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Singh, J., Widing, R.E. (2015). A Theoretical Model for Understanding Satisfaction/Dissatisfaction Outcomes of Complaint Responses. In: Dunlap, B. (eds) Proceedings of the 1990 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-13254-9_12
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DOI: https://doi.org/10.1007/978-3-319-13254-9_12
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