Sofia, Regina Deka; Afiff, Adi Zakaria; Aruan, Daniel … - In: Cogent Business & Management 10 (2023) 3, pp. 1-19
attributions, i.e. locus of causality and controllability, and severity of failure on consumers' direct and indirect complaint … Indonesia. Findings revealed that at all levels of controllability and severity of failure, consumers' intentions to give low … engage in negative word of mouth. Results also showed the interaction of attribution of controllability and severity of …
