Developing a Consumer Complaining and Recovery Effort Scale

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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...

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Bibliographic Details
Main Authors:	Lu, L., Gursoy, Dogan, Chi, C., Xiao, G.
Format:	Journal Article
Published:	Sage Publications Inc 2015
Online Access:	http://hdl.handle.net/20.500.11937/30064

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