Blodgett, Jeffrey G.; Wakefield, Kirk L.; Barnes, James H. - In: Journal of Services Marketing 9 (1995) 4, pp. 31-42
Presents a dynamic model of the consumer complaining behavior process. Is unique in that it distinguishes between negative word‐of‐mouth that occurs prior to seeking redress (or in lieu of seeking redress) and negative word‐of‐mouth that occurs after seeking redress. Another unique...