Online Consumer Complaint Behaviors: The Dynamics of Service Failures, Consumers' Word of Mouth, and Organization-Consumer Relationships
Author:
Publisher
Informa UK Limited
Subject
Sociology and Political Science,Communication
Link
http://www.tandfonline.com/doi/pdf/10.1080/1553118X.2011.634871
Reference44 articles.
1. Consumer Response to Unsatisfactory Purchases: A Survey of Perceiving Defects, Voicing Complaints, and Obtaining Redress
2. The effects of perceived justice on complainants' negative word-of-mouth behavior and repatronage intentions
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