Point of purchase or point of frustration? : consumer frustration tendencies and response in a retail setting

Eric Van Steenburg, Nancy Spears and Robert O. Fabrize

Year of publication:	2013
Authors:	Van Steenburg, Eric ; Spears, Nancy ; Fabrize, Robert O.
Published in:	Journal of consumer behaviour : an international research review. - Chichester : Wiley, ISSN 1472-0817, ZDB-ID 2194377-1. - Vol. 12.2013, 5, p. 389-400
Subject:	Kundenzufriedenheit \| Customer satisfaction \| Beschwerdemanagement \| Complaint management \| Dienstleistungsqualität \| Service quality \| Konsumentenverhalten \| Consumer behaviour

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