Service Failures and Consumer Responses: Exploring the Antecedents of Consumer Dissatisfaction and Propensity to Complain
Journal:Business & Economic Review (B&ER), 2017, Volume 9, Issue No 4
Author(s): Qaiser Rashid Janjua
Keyword(s): consumer complaint behavior, service failure, causal attributions, service recovery perceptions, justice theory, past relationship, switching costs, dissatisfaction, propensity to complain
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