Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour

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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...

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Bibliographic Details
Main Authors:	Sharma, Piyush, Marshall, R., Reday, P., Na, W.
Format:	Journal Article
Published:	Routledge 2010
Subjects:	involvement impulsivity dissatisfaction self-monitoring customer satisfaction customer complaint behaviour
Online Access:	http://hdl.handle.net/20.500.11937/36881

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