Communicating Consumer Complaints: Message Content and its Perceived Effectiveness
Author:
Publisher
Informa UK Limited
Subject
Communication
Link
http://www.tandfonline.com/doi/pdf/10.1080/01463373.2014.911768
Reference39 articles.
1. When norms are violated: imagined interactions as processing and coping mechanisms
2. Organizational Responses to Consumer Complaints: An Examination of Effective Remediation Tactics
3. Consumer Complaining Behavior, Imagined Interactions, and Communication Traits: Cognitive Processing Following an Organizational Failure
4. Antecedents of Consumer Repatronage Intentions and Negative Word-of-Mouth Behaviors Following an Organizational Failure: A Test of Investment Model Predictions
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