Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?-Reference-Cited by-同舟云学术

Customer complaint behaviour (CCB) in the retail sector: why do customers voice their complaints on Facebook?

Published:2018-12-27 Issue:1 Volume:29 Page:63-78
ISSN:0959-3969
Container-title:The International Review of Retail, Distribution and Consumer Research
language:en
Short-container-title:The International Review of Retail, Distribution and Consumer Research

Author:

Mei Xiang Ying¹^ORCID,Bagaas Ingrid K.²,Relling Erling K. L.³

Affiliation:

1. Inland School of Business and Social Sciences, Department of Tourism, Creative Industries and Marketing, Inland Norway University of Applied Sciences, Elverum, Norway

2. Department of Tourism, Creative Industries and Marketing, Inland Norway University of Applied Sciences, Elverum, Norway

3. University Administration, Inland Norway University of Applied Sciences, Elverum, Norway

Publisher

Informa UK Limited

Subject

Marketing,Economics and Econometrics,Business and International Management

Link

https://www.tandfonline.com/doi/pdf/10.1080/09593969.2018.1556179

Reference52 articles.

1. Customer e-complaining behaviours using social media

2. Service Clues and Customer Assessment of the Service Experience: Lessons from Marketing

3. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents