Beyond exit and voice : developing an integrated taxonomy of consumer complaining behaviour
Doga Istanbulluoglu, Sheena Leek and Isabelle T. Szmigin
| Year of publication: |
2017
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|---|---|
| Authors: | Istanbulluoglu, Doga ; Leek, Sheena ; Szmigin, Isabelle |
| Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 51.2017, 5/6, p. 1109-1128
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| Subject: | Complaints | Consumer satisfaction | Voice | Dissatisfaction | Exit | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Exit-Strategie | Exit strategy | Dienstleistungsqualität | Service quality |