Exploring the role of relationship variables in predicting customer voice to a service worker

[1]  K. Malterud,et al.  It is hard work behaving as a credible patient: encounters between women with chronic pain and their doctors. , 2003, Social science & medicine.

[2]  Subin Im,et al.  The effect of attitude and perception on consumer complaint intentions , 2003 .

[3]  Aroldo Rodrígues,et al.  Power Bases and Attribution in Three Cultures , 2003, The Journal of social psychology.

[4]  Deborah F. Spake,et al.  Consumer Comfort in Service Relationships , 2003 .

[5]  G. Dapiran,et al.  Are co‐operation and trust being confused with power? An analysis of food retailing in Australia and the UK , 2003 .

[6]  Randi Priluck,et al.  Relationship marketing can mitigate product and service failures , 2003 .

[7]  H. Hansen,et al.  Antecedents to consumers’ disclosing intimacy with service employees , 2003 .

[8]  Robin M. Kowalski,et al.  Whining, griping, and complaining: positivity in the negativity. , 2002, Journal of clinical psychology.

[9]  P. Filiatrault,et al.  Understanding complaining responses through consumers' self‐consciousness disposition , 2002 .

[10]  Sohel Ahmad Service failures and customer defection: a closer look at online shopping experiences , 2002 .

[11]  Francis Buttle,et al.  Does service failure influence customer loyalty , 2002 .

[12]  D. J. Hill,et al.  Consumer Complaints by E-Mail: An Exploratory Investigation of Corporate Responses and Customer Reactions , 2001 .

[13]  James E. Stoddard,et al.  Salesperson characteristics affecting consumer complaint responses , 2001 .

[14]  John C. Mowen,et al.  The influence of cardinal‐, central‐, and surface‐level personality traits on consumers' bargaining and complaint intentions , 2001 .

[15]  Olivier Furrer,et al.  The Relationships between Culture and Behavioral Intentions toward Services , 2001, Journal of Service Research.

[16]  Mark Colgate,et al.  Developing a comprehensive picture of service failure , 2001 .

[17]  M. Afzalur Rahim,et al.  A STRUCTURAL EQUATIONS MODEL OF LEADER POWER, SUBORDINATES' STYLES OF HANDLING CONFLICT, AND JOB PERFORMANCE , 2001 .

[18]  Jonathan D. Hibbard,et al.  Examining the Impact of Destructive Acts in Marketing Channel Relationships , 2001 .

[19]  B. Weiner Attributional Thoughts about Consumer Behavior , 2000 .

[20]  Robin A. Coulter,et al.  The long good-bye: The dissolution of customer-service provider relationships , 2000 .

[21]  Andrew D. Pressey,et al.  Barriers to relationship marketing in consumer retailing , 2000 .

[22]  Prashanth U. Nyer An investigation into whether complaining can cause increased consumer satisfaction , 2000 .

[23]  G. Day Managing market relationships , 2000 .

[24]  Bernard Pras,et al.  “Friendly” Complaining Behaviors: Toward a Relational Approach , 1999 .

[25]  I. Roos Switching Processes in Customer Relationships , 1999 .

[26]  Ruth N. Bolton,et al.  A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery , 1999 .

[27]  R. Ping,et al.  Unexplored antecedents of exiting in a marketing channel , 1999 .

[28]  Mark S. Johnson,et al.  The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships , 1999 .

[29]  Prashanth U. Nyer,et al.  Cathartic Complaining as a Means of Reducing Consumer Dissatisfaction , 1999 .

[30]  Linda L. Carli Gender, Interpersonal Power, and Social Influence , 1999 .

[31]  C. Shepherd,et al.  Insights into Sexual Harassment of Salespeople by Customers: The Role of Gender and Customer Power , 1999 .

[32]  Douglas Hausknecht The Effect of Simplifying the Complaint Process: A Field Experiment with the Better Business Bureau , 1999 .

[33]  K. R. Moore Trust and Relationship Commitment in Logistics Alliances: A Buyer Perspective , 1998 .

[34]  Kathleen J. Powers,et al.  Exercised Voice as Management Failure: Implications of Willing Compliance Theories of Management and Individualism for De Facto Employee Voice , 1998 .

[35]  Knowlton W. Johnson Structural Equation Modeling in Practice: Testing a Theory for Research Use , 1998 .

[36]  J. Kandampully Service quality to service loyalty: A relationship which goes beyond customer services , 1998 .

[37]  David Bejou,et al.  Service failure and loyalty: an exploratory empirical study of airline customers , 1998 .

[38]  B. Raven,et al.  Conceptualizing and Measuring a Power/Interaction Model of Interpersonal Influence1 , 1998 .

[39]  Michael E. Roloff,et al.  The Role of Efficacy and Outcome Expectations in the Decision to Withhold Relational Complaints , 1998 .

[40]  Stephen S. Tax,et al.  Recovering and Learning from Service Failure , 1998 .

[41]  J. Boote Towards a comprehensive taxonomy and model of consumer complaining behaviour , 1998 .

[42]  O. Walker,et al.  Reactions to disappointing performance in manufacturer–distributor relationships: The role of escalation and resource commitments , 1997 .

[43]  T. Hennig-Thurau,et al.  The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development , 1997 .

[44]  Thomas L. Powers,et al.  Modeling Industrial Buyer Complaints: Implications for Satisfying and Saving Customers , 1997 .

[45]  Shankar Ganesan,et al.  Dimensions and Levels of Trust: Implications for Commitment to a Relationship , 1997 .

[46]  Power as a predictor of industrial complaining styles in a buyer/seller relationship: the buyer’s perspective , 1997 .

[47]  R. Bennett Anger, catharsis, and purchasing behavior following aggressive customer complaints , 1997 .

[48]  I. Ritov,et al.  EFFECTS OF WORK EXPERIENCE AND OPPONENT'S POWER ON CONFLICT MANAGEMENT STYLES , 1997 .

[49]  Sex Differences and Consumer Complaints: Do Men and Women Communicate Differently When They Complain to Customer Service Representatives? , 1997 .

[50]  Michael J. Cody,et al.  Gender, power, and communication in human relationships , 1996 .

[51]  Laurette Dubé,et al.  The antecedents of brand switching, brand loyalty and verbal responses to service failure , 1996 .

[52]  Aino Halinen Service quality in professional business services: A relationship approach , 1996 .

[53]  Kirk L. Wakefield,et al.  The effects of customer service on consumer complaining behavior , 1995 .

[54]  Donald J. Shemwell,et al.  Trust and Commitment in Customer/Service-Provider Relationships: , 1995 .

[55]  Barbara A. Gutek,et al.  The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions. , 1995 .

[56]  On the Peculiarities of Loyalty: A Diary Study of Responses to Dissatisfaction in Everyday Life , 1995 .

[57]  Daniel J. McAllister Affect- and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations , 1995 .

[58]  S. Beatty,et al.  Customer Relationships With Retail Salespeople: a Conceptual Model and Propositions , 1995 .

[59]  John A. Schibrowsky,et al.  Aggregate Complaint Analysis , 1994 .

[60]  Donald J. Shemwell,et al.  Relational Exchange in Services , 1994 .

[61]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[62]  Shankar Ganesan Determinants of Long-Term Orientation in Buyer-Seller Relationships , 1994 .

[63]  Gary W. Loveman,et al.  Putting the Service-Profit Chain to Work , 1994 .

[64]  G. Manoochehri,et al.  Building Quality into Services , 1993 .

[65]  G. Zaltman,et al.  Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations , 1992 .

[66]  D. Hemenway,et al.  Complaints and Disenrollment at a Health Maintenance Organization , 1992 .

[67]  Jagdip Singh Industry Characteristics and Consumer Dissatisfaction , 1991 .

[68]  Donald W. Jackson,et al.  Effects of Alternative Types of Influence Strategies under Different Channel Dependence Structures , 1990 .

[69]  James A. Narus,et al.  A Model of Distributor Firm and Manufacturer Firm Working Partnerships , 1990 .

[70]  Barton A. Weitz,et al.  Determinants of Continuity in Conventional Industrial Channel Dyads , 1989 .

[71]  Cathy Goodwin,et al.  Role perceptions of services: A cross-cultural comparison with behavioral implications☆ , 1989 .

[72]  C. Rusbult,et al.  IMPACT OF EXCHANGE VARIABLES ON EXIT, VOICE, LOYALTY, AND NEGLECT: AN INTEGRATIVE MODEL OF RESPONSES TO DECLINING JOB STATUS SATISFACTION. , 1988 .

[73]  James C. Anderson,et al.  STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .

[74]  Jagdip Singh Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues , 1988 .

[75]  R. Bagozzi,et al.  On the evaluation of structural equation models , 1988 .

[76]  Richard L. Oliver,et al.  An Investigation of the Interrelationship Between Consumer (Dis)Satisfaction and Complaint Reports , 1987 .

[77]  J. G. Holmes,et al.  Trust in close relationships. , 1985 .

[78]  Chester A. Schriesheim,et al.  Field studies of French and Raven's bases of power: Critique, reanalysis, and suggestions for future research. , 1985 .

[79]  V. Folkes Consumer Reactions to Product Failure: An Attributional Approach , 1984 .

[80]  J. Barry Mason,et al.  An Investigation of Influences on Consumer Complaint Reports , 1984 .

[81]  Ralph L. Day,et al.  Modeling Choices Among Alternative Responses to Dissatisfaction , 1984 .

[82]  William O. Bearden,et al.  Selected Determinants of Consumer Satisfaction and Complaint Reports , 1983 .

[83]  Marsha L. Richins Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study , 1983 .

[84]  Caryl E. Rusbult,et al.  Exit, voice, loyalty, and neglect: Responses to dissatisfaction in romantic involvements. , 1982 .

[85]  Marsha L. Richins An Investigation of Consumers' Attitudes Toward Complaining , 1982 .

[86]  G. Zaltman,et al.  Complainers and noncomplainers revisited: Another look at the data , 1981 .

[87]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[88]  Robert E. Spekman Influence and Information: An Exploratory Investigation of the Boundary Role Person's Basis of Power , 1979 .

[89]  C. Fornell,et al.  An Exploratory Study of Assertiveness, Aggressiveness, and Consumer Complaining Behavior , 1979 .

[90]  John R. Nevin,et al.  Power in a Channel of Distribution: Sources and Consequences , 1974 .

[91]  J. Hair Multivariate data analysis , 1972 .

[92]  Dorwin Cartwright,et al.  Studies in Social Power. , 1960 .

[93]  J. R. French,et al.  The bases of social power. , 1959 .