Complainers versus non-complainers retaliatory responses towards service dissatisfactions
The paper aims to investigate the different forms of retaliatory responses towards dissatisfactory service encounters experienced by Australian consumers. It further compares demographic and psychographic profiles of complainers versus non-complainers. 1200 mail surveys were sent out through a rando...
| Main Authors: | , |
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| Format: | Journal Article |
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Emerald Group Publishing Limited
2008
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| Online Access: | http://hdl.handle.net/20.500.11937/35931 |