Developing a Consumer Complaining and Recovery Effort Scale
The main purpose of this study is to identify the underlying dimensions of consumer complaining and recovery effort and to develop a multidimensional scale to measure this construct. Literature suggests that the consumer complaining and recovery effort is a four-dimensional construct consisting of p...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
Sage Publications Inc
2015
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| Online Access: | http://hdl.handle.net/20.500.11937/30064 |