A dynamic model of customer complaining behaviour from the perspective of service-dominant logic

• Published in: European journal of marketing Vol. 46; no. 1/2; pp. 284 - 305
• Main Author: Tronvoll, Bård
• Format: Journal Article
• Language: English
• Published: Bradford Emerald Group Publishing Limited 01.01.2012; Emerald
• Subjects: Action complaint responses; Beschwerdemanagement; Brand loyalty; Business Administration; Communication complaint responses; Complaints; Customer feedback; Customer relations; Customer satisfaction; Customer services; Customers; Företagsekonomi; Konsumentenverhalten; Kundenzufriedenheit; Logic; Loyalty; Marketing; Service-Dominant Logic; Service-dominant logic of marketing; Studies; Customer complaining behaviour; Service-dominant logic of marketing; Customers; Customer satisfaction; Complaint process; Action complaint responses; Complaints; Logic; Communication complaint responses

Purpose - The purpose of this paper is to propose a conceptual model of customer complaining behaviour as a dynamic process in accordance with the service-dominant logic perspective of marketing.Design methodology approach - The study reviews the common behaviour models of customer complaints and re...