When in Rome! Complaint contagion effect in multi-actor service ecosystems
© 2020 Elsevier Inc. This paper explores the process by which other customers’ complaint behavior influences the focal customers’ complaint intentions in response to a service failure affecting multiple customers. The authors use social information processing theory to argue that the other customers...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
Elsevier
2020
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| Online Access: | http://hdl.handle.net/20.500.11937/77683 |