Understanding why anger predicts intention to complain among high but not low power customers : a test of competing models
Hyounae (Kelly) Min, Jeff Joireman, Hyun Jeong Kim
| Year of publication: |
February 2019
|
|---|---|
| Authors: | Min, Hyounae ; Joireman, Jeff ; Kim, Hyun Jeong |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 95.2019, p. 93-102
|
| Subject: | Power | Anger | Cognitive appraisal theory | Customer complaining intention | Konsumentenverhalten | Consumer behaviour | Beschwerdemanagement | Complaint management | Emotion | Kognition | Cognition | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2018.10.017 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011979790