Customer complaint behaviour (CCB) in the retail sector : why do customers voice their complaints on Facebook?
Xiang Ying Mei, Ingrid K. Bagaas & Erling K.L. Relling
| Year of publication: |
2019
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|---|---|
| Authors: | Mein, Xiang Ying ; Bagaas, Ingrid K. ; Relling, Erling K. L. |
| Published in: |
The international review of retail, distribution and consumer research. - London : Routledge, ISSN 1466-4402, ZDB-ID 1481049-9. - Vol. 29.2019, 1, p. 63-78
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| Subject: | Customer complaint behaviour (CCB) | electronic word-of-mouth (e-WOM) | double deviation | social media | Facebook | retail-sector | Social Web | Social web | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Einzelhandel | Retail trade | Online-Marketing | Internet marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/09593969.2018.1556179 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012208244