Kipfelsberger, PetraPetraKipfelsbergerBruch, HeikeHeikeBruchHerhausen, DennisDennisHerhausen2023-04-132023-04-132015-03-01https://www.alexandria.unisg.ch/handle/20.500.14171/10670010.1007/s11621-015-0512-xWhile complaint management has received much attention, customer compliments and their systematic handling have been largely ignored. Based on two empirical studies, this article suggests that customer compliments bear great potential for benefiting firms, and gives recommendations on how managers can enable, stimulate, and amplify positive customer feedback.enjournal article