امیدی، مسلم؛ ایدی، محمد و پوراشرف، یاسان الله (1400). ارائه مدلی برای مدیریت شکایات مشتریان B2B در صنعت لوازم خانگی. مطالعات رفتار مصرفکننده، 8(4)، 8-8.
تاجزاده نمین، ابوالفضل و محقق، منیره (1393). واکنش شکایتآمیز دانشجویان از خدمات موجود در دانشگاه در محیطهای آنلاین و آفلاین (مورد مطالعه: دانشکده مدیریت و حسابداری دانشگاه آزاد قزوین). فصلنامه مدیریت توسعه و تحول، 1393(16)، 71-81.
حسینی، سید صمد؛ کرمی، اژدر و نیکخواه، یونس (1397). مدلسازی معادلات ساختاری با Smart PLS V3: رویکرد پایاننامهنویسی و مقالهنویسی. چاپ اول، تهران: انتشارات اندیشه فاضل.
حسینی امیری، سیدمحمود؛ امامیفر؛ محسن و برشد، عبدالحسین (1391). بررسی نقش پشتیبانی اطلاعاتی در کاهش پیامدهای عصبانیت و دلسردی مشتریان بعد از تجربه شکست خدمتی (مورد مطالعه: هتلهای اقامتی شهر بابلسر). فصلنامه مدیریت، 9(28)، 11-24.
زارعی، عظیم و ناصری اشترانی، زهره (1397). بررسی تأثیر موقعیت رفتار مصرفکننده بر واکنش های رفتاری با میانجی گری ارزش ادراک شده و پاسخهای هیجانی (مورد مطالعه: مصرفکنندگان روغن لادن در شهر تهران). مطالعات رفتار مصرفکننده، 5(2)، 1-20.
شمس، شهابالدین؛ شیرخدایی، میثم و دلدار، محمد (1394). تحلیل رفتار شکایتی مشتریان هتلها و تأثیر ویژگیهای شخصیتی (مطالعه موردی: هتلهای شهرستان ساری). برنامهریزی و توسعه گردشگری، 4(14)، 112-130.
صمدی، منصور؛ حاجی پور، بهمن و فارسیزاده، حسین (1387). نارسایی در ارائه خدمات، استراتژیهای احیا، خدمات و تأثیر آنها بر رفتار مصرفکننده. نشریه مدیریت بازرگانی، 1(1)، 71-86.
فولادگر، حمیدرضا و سقایی، عباس (1398). بررسی ارتباط میان رضایت مشتریان و شکایت و اعتماد مشتریان در شهرداری تهران. مدیریت فردا، 59(18)، 147-160.
فیض، داود؛ باقری قره بلاغ، هوشمند و رادفر، ثمین (1397). واکاوی عوامل مؤثر بر رفتار شکایتآمیز مشتریان: با نقش میانجی افسوس پس از خرید در صنعت پوشاک مد. تحقیقات بازاریابی نوین، 8(2)، 199-216.
قاهری، مسعود و لطفیزاده، سیمین (1397). بررسی برخی از رفتارهای شکایتآمیز مشتریان خدمات بیمارستانی و عوامل مرتبط با آن (مطالعه موردی: مرکزهای درمانی تأمین اجتماعی شهر قم). تأمین اجتماعی، 14(3)، 135-156.
محمدی، اسفندیار؛ رخیده، محمدرضا؛ خمش آیا، احمد و فدایی، فریدون (1399). نقش میانجی بخشش برند دررابطه تجاوز به برند و رفتار مقابلهای (فروشگاههای لوازم خانگی شهر بوشهر). مطالعات رفتار مصرفکننده، 7(1)، 183-201.
نظری، محسن و سمیعزاده، مهدی (1397). بررسی انصاف ادراکشده مشتری از راهکار قیمتگذاری پویا و تبیین عوامل مؤثر بر آن در صنعت هتلداری. تحقیقات بازاریابی نوین، 8(3)، 19-40.
References
Aggarwal, A. (2021). Recipe for a Great Customer Experience: The Three Voices – Voice of Customer (VoC), Voice of Employee (VoE) and Voice of Process (VoP)", Popli, S. and Rishi, B. (Ed.) Crafting Customer Experience Strategy. Emerald Publishing Limited, Bingley. 65-90.
Bashshur, M.R., & Oc, B. (2015). When voice matters: A multilevel review of the impact of voice in organizations. Journal of Management, 41(5), 1530-1554.
Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don’t come back, they get back: the experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377-393.
Brumbaugh, A.M., & Rosa, J.A. (2009). Perceived discrimination, cashier metaperceptions, embarrassment, and confidence as influencers of coupon use: An ethnoracial-socioeconomic analysis. Journal of Retailing, 85(3), 347-362.
Butelli, S. (2007). Consumer Complaint Behavior (CCB): A Literature Review, Northumbria University, Last revised, 5, 1-30.
DePelsmacker, P., van Tilburg, S., & Holthof, C. (2018). Digital marketing strategies, online reviews and hotel performance. International Journal of Hospitality Management, 72, 47-55.
Dover, T.L., Major, B., Kunstman, J.W., & Sawyer, P.J. (2015). Does unfairness feel different if it can be linked to group membership? Cognitive, affective, behavioral and physiological implications of discrimination and unfairness. Journal of Experimental Social Psychology, 56, 96-103.
Duhachek, A., & Iacobucci, D. (2005). Consumer Personality and Coping: Testing Rival Theories of Process. Journal of Consumer Psychology, 15, 52-63.
Feiz, D., Bagheri Garbollagh, H., & Radfar, S. (2018). Examining the factors affecting on customer complaint behavior: with the mediator role of post-purchase regret in the fashion clothing Industry. New Marketing Research Journal, 8(2), 199-216. (In Persian)
Folkman, S., Lazarus, R.S., Dunkel-Schetter, C., DeLongis, A., & Gruen, R.J. (1986). Dynamics of a stressful encounter: Cognitive appraisal, coping, and encounter outcomes. Journal of Personality and Social Psychology, 50(5), 992-1003.
Fouladgar, H., & Saghaie, A. (2019). Investigating the relationship between customer satisfaction and customer complaints and trust in the municipality of Tehran. RiCeST Scholary Journal Management Portal, 59(18), 147-158. (In Persian)
Funches, V. (2011). The consumer anger phenomena: causes and consequences. Journal of Services Marketing, 25(6), 420-428.
Ghaheri, S., & Lotfizadeh, M. (2018). Investigating some of the complaints behaviors of hospital clients and their related factors (Case study: Centers of Social Security Organization of Qom Province). Social Security Journal, 14(3), 135-156. (In Persian)
Heider, F. (2013). The Psychology of Interpersonal Relations. Psychology Press, Hove, United Kingdom.
Hoseini Amiri, S.M., Emamfar, M., & Barshod, A. (2012). Investigating the role of information support in reducing the consequences of customers' anger and frustration after experiencing service failure (Case study: Babolsar accommodation hotels). Management (Researcher), 9(28). 11-24. (In Persian)
Hosseini, S.S., Karami, A., & Nikkhah, Y. (2018). Structural equation modeling with SmartPLS V3: The approach to thesis writing and essay writing. First Edition, Tehran: Andisheh Fazel Publications. (In Persian)
Hu, Y., & Kim, H.J. (2018). Positive and negative eWOM motivations and hotel customers’ eWOM behavior: does personality matter? International Journal of Hospitality Management, 75, 27-37.
Iqbal, Z., & Grigg, N.P. (2021). Enhancing voice of customer prioritisation in QFD by integrating the competitor matrix. International Journal of Productivity and Performance Management, 70(1), 217-229.
Jin, L. (2010). Determinants of customers’ complaint intention Empirical study in the context of China’s retail industry. Business Review International, 1(1), 87-99
Kalamas, M., Laroche, M., & Makdessian, L. (2008). Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures. Journal of Business Research, 61(8), 813-824.
Komunda, M.B. (2013). Customer complaints behaviour, service recovery and behavioural intentions: Literature review. International Journal of Business and Behavioral Sciences, 3, 1-29.
Magee, J.C., & Galinsky, A.D. (2008). 8 social hierarchy: The self‐reinforcing nature of power and status. The Academy of Management Annals, 2(1), 351-398.
Malle, B.F., Knobe, J.M., & Nelson, S.E. (2007). Actor-observer asymmetries in explanations of behavior: new answers to an old question. Journal of personality and social psychology, 93(4), 491-514.
Milliken, F.J., Morrison, E.W., & Hewlin, P.F. (2003). An exploratory study of employee silence: Issues that employees don't communicate upward and why. Journal of Management Studies, 40(6), 1453-1476.
Min, H., Lim, Y., & Magnini, V.P. (2015). Factors affecting customer satisfaction in responses to negative online hotel reviews: the impact of empathy, paraphrasing, and speed. Cornell Hospitality Quarterly, 56(2), 223-231.
Min, H.K, Joireman, J., & Kim, H.J. (2019). Understanding why anger predicts intention to complain among high but not low power customers: A test of competing models. Journal of Business Research, 95, 93-102.
Min, H.K., & Joireman, J. (2021). The influence of customer race on perceived discrimination, anger and coping strategies following subtle degradation of restaurant service. International Journal of Contemporary Hospitality Management. 33(3), 994-1014.
Min, H.K., & Kim, H.J. (2019). When service failure is interpreted as discrimination: Emotion, power, and voice. International Journal of Hospitality Management, 82, 59-67.
Mohammadi, E., Rokhide, M., Khamshaya, A., & Fadaei, F. (2020). The mediating role of brand forgiveness in relation to brand transgressions and coping behavior (Bushehr appliance stores). Consumer Behavior Studies Journal, 7(1), 183-201. (In Persian)
Morrison, E.W. (2011). Voice and silence within organizations: literature review and directions for future research. Academy Management. Ann, 5, 373-412.
Nazari, M., & Samizadeh, M. (2019). Evaluation of customers’ perceived fairness of dynamic pricing and its effective factors in hotel industry. New Marketing Research Journal, 8(3), 19-40. (In Persian)
Nguyen, L.T., Dang, M.H., Tat, T.D., & Tran, D.G.T. (2021). Revisiting Customer Complaint Intention: A Case Study of Mobile Service Users in Vietnam. The Journal of Asian Finance, Economics and Business, 8(9), 121-130.
Oh, D.G., (2006). Complaining intentions and their relationships to complaining behavior of academic library users in South Korea. Library Management, 27(3), 168-189
Omidi, M., Aidi, M., & Pourashraf, Y. (2022). Designing a model for B2B customer complaint management in the home appliance industry. Consumer Behavior Studies Journal, 8(4), 251-279. (In Persian)
Parasuraman, R. (1998). Customer Service in Business-to-Business Markets: An Agenda for Research. Journal of Business and Industrial Marketing, 13(5), 309-321.
Rucker, D.D., Galinsky, A.D., & Dubois, D. (2012). Power and consumer behavior: how power shapes who and what consumer value. Journal of Consumer Psychology, 22 (3), 352-368.
Salvatore, J., & Shelton, J.N. (2007). Cognitive costs of exposure to racial prejudice. Psychological Science, 18(9), 810-815.
Samadi, M., Hajipourm B., & Farsizadeh, H. (2008). The Effect of Service Failure and Service Recovery Strategies on customer behavioral. Journal of Business Management, 1(1), 71-86. (In Persian)
Schulman, K.A., Berlin, J.A., Harless, W., Kerner, J.F., Sistrunk, S., Gersh, B.J., Dubé, R., Taleghani, C.K., Burke, J.E., Williams, S., Eisenberg, J.M., & Escarce, J.J. (1999). The effect of race and sex on physicians' recommendations for cardiac catheterization. The New England Journal of Medicine, 340(8), 618-626.
Seo, S., Seo, D., Jang, M., Jeong, J., & Kang, P. (2020). Unusual customer response identification and visualization based on text mining and anomaly detection. Expert Systems with Applications, 144, 113-125.
Shams, S., Shirkhodaie, M., & Deldar, M. (2015). An analysis of customers' complaint behavior and effects of personal characteristics. Journal of Tourism Planning and Development, 4(14), 112-130. (In Persian)
Singh, J. (1989). Determinants of consumers’ decisions to seek third party redress: an empirical study of dissatisfied patients. The Journal of Consumer Affairs, 23 (2), 329–363.
Tajzadeh Namin, A., & Mohaghegh, M. (2014). Students' complaints related to available service in offline and online environments at QIAU. Journal of Development & Evolution Mnagement, 1393(16), 71-81. (In Persian)
Timming, A.R., Baumann, C., & Gollan, P. (2021). Employee voice and perceived attractiveness: are less attractive employees ignored in the workplace? Journal of Participation and Employee Ownership, 4(1), 26-41
Walsh, G. (2009). Disadvantaged consumers’ experiences of marketplace discrimination in services: A conceptual model of antecedents and customer outcomes. Journal of Marketing Management, 25(1-2), 143-169.
Weitzl, W.J., & Hutzinger, C. (2019). Rise and fall of complainants’ desires: the role of pre-failure brand commitment and online service recovery satisfaction. Computers in Human Behavior. doi:10.1016/j.chb.2019.02.029.
Yang, F.X. (2017). Effects of restaurant satisfaction and knowledge sharing motivation on eWOM intentions: the moderating role of technology acceptance factors. Journal of Hospitality & Tourism Research, 41(1), 93-127.
Zarei, A., & Naseri Oshtorani, Z. (2019). The effect of consumer behaviour situation on the behavioral response with the mediation of perceived value and emotional responses (Case study: Consumers of Ladan oil in Tehran city). Consumer Behavior Studies Journal, 5(2), 1-20. (In Persian)
Zhou, L., Liu, J., & Liu, D. (2021). How does discrimination occur in hospitality and tourism services, and what shall we do? A critical literature review. International Journal of Contemporary Hospitality Management, 34(3), 1037-1061.