Moshe Davidow | Carmel College (original) (raw)

Papers by Moshe Davidow

Research paper thumbnail of Silent Voices

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Research paper thumbnail of Consumer Communications Management and Public Administration

Public administration: an interdisciplinary critical …, 2002

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Research paper thumbnail of A View from the Business Bridge

Public Administration: An Interdisciplinary Critical …, 2002

... Atlanta: Coca-Cola. TARP.(1986). Consumer Complaint Handling in America: An Update Study. Was... more ... Atlanta: Coca-Cola. TARP.(1986). Consumer Complaint Handling in America: An Update Study. Washington, DC: Technical Assistance Research Programs. Vavra, TG (1992). Aftermarketing. Homewood, IL: Business One Irwin. Verity, JW (1994). ...

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Research paper thumbnail of The Bottom Line Impact of Organizational Responses to Customer Complaints

Journal of Hospitality & Tourism Research, 2000

Complaint management has become increasingly important in the tourism and hospitality fields, yet... more Complaint management has become increasingly important in the tourism and hospitality fields, yet little is really known about how complainers assess the organizational response, and how those assessments affect their future consumer behavior as far as word-of-mouth activity and repurchase intentions are concerned. This research suggests an answer by presenting and testing a model of complainants’ perceptions of the organizational response and the impact of the organizational response on postcomplaint customer behavior. The results provide partial support for the model. Attentiveness is the most important organizational response dimension, affecting both word-of-mouth activity and repurchase intentions. Managerial implications are discussed.

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Research paper thumbnail of Cultivating Value Creation

Journal of Creating Value

This article takes a critical look at what is holding organizations back from implementing value ... more This article takes a critical look at what is holding organizations back from implementing value creation. It highlights some of the current misguided thinking of the past 20 years and suggests ways to change the thinking. The financial benefit of these changes is discussed, and ideas for the implementation of a new value creation culture based on complaint management are suggested. It is now up to the managers to implement.

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Research paper thumbnail of Organizational response to customer complaints: What works and what doesn't

The online version of this article can be found at:

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Research paper thumbnail of Consumerism 4.0, As If People Mattered

Journal of Creating Value, 2021

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Research paper thumbnail of Counteracting Value Destruction

Journal of Creating Value

Early research focused on complaint handling as a profit centre for organizations, but recently t... more Early research focused on complaint handling as a profit centre for organizations, but recently this approach has been shown to destroy value if not done correctly, due to the organization-centric rationale behind it. A new customer-centric approach, called complaint management, is shown to overcome the pitfalls of complaint handling and to act as a customer-centric compass for the organization leading to increased trust, profits and customer satisfaction. This approach not only creates value, but also helps integrate between the various departments in the organization. Finally, this article includes clear steps for implementation in any organization.

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Research paper thumbnail of Just Follow the Yellow Brick Road: A Manager's Guide to Implementing Value Creation in Your Organization

Journal of Creating Value

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Research paper thumbnail of Cs/d&cb: The Next 25 Years

Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 2012

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Research paper thumbnail of Animosity on the Home Front: The Intifada in Israel and Its Impact on Consumer Behavior

Http Dx Doi Org 10 1509 Jimk 14 3 92, May 29, 2013

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Research paper thumbnail of The A-Craft Model of Organizational Responses to Customer Complaints and Their Impact on Post-Complaint Customer Behavior

This research presents a model of organizational responses to customer complaints, detailing how ... more This research presents a model of organizational responses to customer complaints, detailing how customers evaluate those responses through the mediating effects of perceived justice and satisfaction and estimates the impact of those responses on post-complaint customer behavior. The results provide plausible support for the model. The relationship between the organizational responses and the perceived justice dimensions (distributive, procedural, and interactional) was largely validated, showing that consumers could differentiate between an organizational response, and how they felt about such a response. However, the effect of some of the relationships between the perceived justice dimensions and post-complaint customer behavior were largely indirect through the satisfaction variable. This research provides empirical evidence for this important area of research, thereby furthering our understanding of customer perceptions of complaint handling techniques. The model allows managers...

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Research paper thumbnail of Tourism and Hospitality in the 21 st Century20011Edited by A. Lockwood and S. Medlik. Tourism and Hospitality in the 21st Century . London: Butterworth‐Heinemann Publishing 2001. 324 pp., ISBN: ISBN: 0‐7506‐4676‐4 £35 (hbk)

International Journal of Service Industry Management, 2001

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Research paper thumbnail of Silent Voices: Why Some Dissatisfied Consumers Fail to Complain

Journal of Service Research, 2005

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Research paper thumbnail of Animosity on the Home Front: The Intifada in Israel and Its Impact on Consumer Behavior

Journal of International Marketing, 2006

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Research paper thumbnail of More on the role of switching costs in service markets: A research note

Journal of Business Research, 2011

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Research paper thumbnail of Silent Voices: Why Some Dissatisfied Consumers Fail to Complain

Journal of Service Research, 2005

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![Research paper thumbnail of ` THE A-CRAFT MODEL OF ORGANIZATIONAL RESPONSES TO CUSTOMER COMPLAINTS AND THEIR IMPACT ON POST-COMPLAINT CUSTOMER BEHAVIOR](https://attachments.academia-assets.com/43882808/thumbnails/1.jpg)

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Research paper thumbnail of Global Geographical Knowledge of Business Students

Journal of Teaching in International Business, 1999

Although geographical knowledge of foreign countries is a crucial factor in successfully marketin... more Although geographical knowledge of foreign countries is a crucial factor in successfully marketing goods and services to international markets, an article in this Journalin 1991 reported on the low level of geographical knowledge about foreign countries possessed by students majoring in business at a large public university located in the United States. This article describes the results of a replication of the earlier study, noting changes in business students' ability to identify the locations of countries of the world and the impact of seven key variables on this capability. Recognizing the apparent apathy held by educators teaching international business courses toward this subject, recommendations are offered for enhancing business students' international geographical expertise.

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Research paper thumbnail of A Cross Cultural Analysis of the Geographical Knowledge of U.S., Irish, Israeli, Mexican, and South Korean Business School Students

Journal of Teaching in International Business, 2004

Geographical knowledge about foreign countries is considered to be a significant factor related t... more Geographical knowledge about foreign countries is considered to be a significant factor related to the successful marketing of goods and services in international markets-a not insignificant conclusion by experts given the sizable trade deficits run up by the United States in 2000 ($365 billion), 2001 ($346 billion), and 2002 ($435 billion).Unfortunately, previous research has concluded that U.S. business school students-tomorrow's executives who will make decisions that will impact their firms' international operations-have inadequate levels of international geographical knowledge.This article compares the geographical knowledge of U.S. business school students to that of business school students in four countries: Ireland, Israel, Mexico, and South Korea. The sub-par performance exhibited by the U.S. students and the impact of six independent variables on global geographical knowledge are used to develop a number of pedagogical conclusions designed to enhance the international geographical knowledge of U.S. business school students and students in foreign business schools and overcome the antipathy toward this subject matter that apparently exists within business schools and their various external constituencies.

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Research paper thumbnail of Silent Voices

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Research paper thumbnail of Consumer Communications Management and Public Administration

Public administration: an interdisciplinary critical …, 2002

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Research paper thumbnail of A View from the Business Bridge

Public Administration: An Interdisciplinary Critical …, 2002

... Atlanta: Coca-Cola. TARP.(1986). Consumer Complaint Handling in America: An Update Study. Was... more ... Atlanta: Coca-Cola. TARP.(1986). Consumer Complaint Handling in America: An Update Study. Washington, DC: Technical Assistance Research Programs. Vavra, TG (1992). Aftermarketing. Homewood, IL: Business One Irwin. Verity, JW (1994). ...

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Research paper thumbnail of The Bottom Line Impact of Organizational Responses to Customer Complaints

Journal of Hospitality & Tourism Research, 2000

Complaint management has become increasingly important in the tourism and hospitality fields, yet... more Complaint management has become increasingly important in the tourism and hospitality fields, yet little is really known about how complainers assess the organizational response, and how those assessments affect their future consumer behavior as far as word-of-mouth activity and repurchase intentions are concerned. This research suggests an answer by presenting and testing a model of complainants’ perceptions of the organizational response and the impact of the organizational response on postcomplaint customer behavior. The results provide partial support for the model. Attentiveness is the most important organizational response dimension, affecting both word-of-mouth activity and repurchase intentions. Managerial implications are discussed.

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Research paper thumbnail of Cultivating Value Creation

Journal of Creating Value

This article takes a critical look at what is holding organizations back from implementing value ... more This article takes a critical look at what is holding organizations back from implementing value creation. It highlights some of the current misguided thinking of the past 20 years and suggests ways to change the thinking. The financial benefit of these changes is discussed, and ideas for the implementation of a new value creation culture based on complaint management are suggested. It is now up to the managers to implement.

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Research paper thumbnail of Organizational response to customer complaints: What works and what doesn't

The online version of this article can be found at:

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Research paper thumbnail of Consumerism 4.0, As If People Mattered

Journal of Creating Value, 2021

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Research paper thumbnail of Counteracting Value Destruction

Journal of Creating Value

Early research focused on complaint handling as a profit centre for organizations, but recently t... more Early research focused on complaint handling as a profit centre for organizations, but recently this approach has been shown to destroy value if not done correctly, due to the organization-centric rationale behind it. A new customer-centric approach, called complaint management, is shown to overcome the pitfalls of complaint handling and to act as a customer-centric compass for the organization leading to increased trust, profits and customer satisfaction. This approach not only creates value, but also helps integrate between the various departments in the organization. Finally, this article includes clear steps for implementation in any organization.

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Research paper thumbnail of Just Follow the Yellow Brick Road: A Manager's Guide to Implementing Value Creation in Your Organization

Journal of Creating Value

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Research paper thumbnail of Cs/d&cb: The Next 25 Years

Journal of Consumer Satisfaction Dissatisfaction and Complaining Behavior, 2012

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Animosity on the Home Front: The Intifada in Israel and Its Impact on Consumer Behavior

Http Dx Doi Org 10 1509 Jimk 14 3 92, May 29, 2013

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Research paper thumbnail of The A-Craft Model of Organizational Responses to Customer Complaints and Their Impact on Post-Complaint Customer Behavior

This research presents a model of organizational responses to customer complaints, detailing how ... more This research presents a model of organizational responses to customer complaints, detailing how customers evaluate those responses through the mediating effects of perceived justice and satisfaction and estimates the impact of those responses on post-complaint customer behavior. The results provide plausible support for the model. The relationship between the organizational responses and the perceived justice dimensions (distributive, procedural, and interactional) was largely validated, showing that consumers could differentiate between an organizational response, and how they felt about such a response. However, the effect of some of the relationships between the perceived justice dimensions and post-complaint customer behavior were largely indirect through the satisfaction variable. This research provides empirical evidence for this important area of research, thereby furthering our understanding of customer perceptions of complaint handling techniques. The model allows managers...

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Research paper thumbnail of Tourism and Hospitality in the 21 st Century20011Edited by A. Lockwood and S. Medlik. Tourism and Hospitality in the 21st Century . London: Butterworth‐Heinemann Publishing 2001. 324 pp., ISBN: ISBN: 0‐7506‐4676‐4 £35 (hbk)

International Journal of Service Industry Management, 2001

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Silent Voices: Why Some Dissatisfied Consumers Fail to Complain

Journal of Service Research, 2005

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Animosity on the Home Front: The Intifada in Israel and Its Impact on Consumer Behavior

Journal of International Marketing, 2006

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Research paper thumbnail of More on the role of switching costs in service markets: A research note

Journal of Business Research, 2011

Bookmarks Related papers MentionsView impact

Research paper thumbnail of Silent Voices: Why Some Dissatisfied Consumers Fail to Complain

Journal of Service Research, 2005

Bookmarks Related papers MentionsView impact

![Research paper thumbnail of ` THE A-CRAFT MODEL OF ORGANIZATIONAL RESPONSES TO CUSTOMER COMPLAINTS AND THEIR IMPACT ON POST-COMPLAINT CUSTOMER BEHAVIOR](https://attachments.academia-assets.com/43882808/thumbnails/1.jpg)

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Research paper thumbnail of Global Geographical Knowledge of Business Students

Journal of Teaching in International Business, 1999

Although geographical knowledge of foreign countries is a crucial factor in successfully marketin... more Although geographical knowledge of foreign countries is a crucial factor in successfully marketing goods and services to international markets, an article in this Journalin 1991 reported on the low level of geographical knowledge about foreign countries possessed by students majoring in business at a large public university located in the United States. This article describes the results of a replication of the earlier study, noting changes in business students' ability to identify the locations of countries of the world and the impact of seven key variables on this capability. Recognizing the apparent apathy held by educators teaching international business courses toward this subject, recommendations are offered for enhancing business students' international geographical expertise.

Bookmarks Related papers MentionsView impact

Research paper thumbnail of A Cross Cultural Analysis of the Geographical Knowledge of U.S., Irish, Israeli, Mexican, and South Korean Business School Students

Journal of Teaching in International Business, 2004

Geographical knowledge about foreign countries is considered to be a significant factor related t... more Geographical knowledge about foreign countries is considered to be a significant factor related to the successful marketing of goods and services in international markets-a not insignificant conclusion by experts given the sizable trade deficits run up by the United States in 2000 ($365 billion), 2001 ($346 billion), and 2002 ($435 billion).Unfortunately, previous research has concluded that U.S. business school students-tomorrow's executives who will make decisions that will impact their firms' international operations-have inadequate levels of international geographical knowledge.This article compares the geographical knowledge of U.S. business school students to that of business school students in four countries: Ireland, Israel, Mexico, and South Korea. The sub-par performance exhibited by the U.S. students and the impact of six independent variables on global geographical knowledge are used to develop a number of pedagogical conclusions designed to enhance the international geographical knowledge of U.S. business school students and students in foreign business schools and overcome the antipathy toward this subject matter that apparently exists within business schools and their various external constituencies.

Bookmarks Related papers MentionsView impact