Organizational buying behavior: Toward an integrative framework

https://isiarticles.com/bundles/Article/pre/pdf/22814.pdf

Customer satisfaction in industrial markets: dimensional and multiple role issues

Customer response to dissatisfaction: A synthesis of literature and conceptual framework

The relational approach is often presented as a strategy to retain customers, but it may also be an appropriate approach to encourage customers to complain, as a review of literature shows. Using information contained in complaints and giving the right answers (distributive, procedural and interactional) to such complaints is essential. Relational marketing may also be used to induce customers (but not all of them) to complain about the attributes of certain products/services. This article focuses on these issues and should stimulate further research in this new field.

«Friendly» Complaining Behaviors: Toward A Relational Approach

For industrial marketers to retain customers it is important to understand the behavior that buyers undertake following an unsatisfactory purchase. The responses that individual consumers undertake...

Modeling Industrial Buyer Complaints: Implications for Satisfying and Saving Customers

Complaint voicing by industrial buyers

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Complaint voicing by industrial buyers