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The Benefit of Becoming Friends: Complaining after Service Failures Leads Customers with Strong Ties to Increase Loyalty

Nita Umashankar, Morgan K. Ward, Darren W. Dahl

Journal of Marketing, 2017. DOI 10.1509/jm.16.0125

Has this study been replicated?

The atlas records 1 replication of this study. Recorded outcomes: 1 failed.

Replications

• SCORE new data replication of Umashankar et al. (2017), Parsons et al. (2026). Outcome recorded: failed. H* was not supported as the interaction term on the overall ANOVA was not significant.

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