When in Rome! Complaint contagion effect in multi-actor service ecosystems

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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...

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Bibliographic Details
Main Authors:	Chen, Ke, Chen, Jianxun, Wu, Zhan, Sharma, Piyush
Format:	Journal Article
Published:	Elsevier 2020
Online Access:	http://hdl.handle.net/20.500.11937/77683

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