Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour
One of the least understood areas in customer complaint behaviour (CCB) research is why some customers complain and others do not in similar dissatisfaction situations. Prior research has explored differences in customer characteristics between complainers and non-complainers, but not in association...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
Routledge
2010
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/36881 |