Lervik-Olsen, Line; Andreassen, Tor Wallin; Streukens, … - In: Journal of Service Theory and Practice 26 (2016) 4, pp. 406-429
(theory of trying to complain (TTC)) seems to be a stronger predictor than mere attitude models (theory of planned behavior …) when trying to explain intention to complain. Second, anticipated justice from complaint handling is a strong driver of …