Online Consumer Complaint Behaviors: The Dynamics of Service Failures, Consumers' Word of Mouth, and Organization-Consumer Relationships
This study aims to provide an understanding of the relationships between consumer's negative word of mouth (WOM) and organizations' rectification behaviors. We see consumers' negative WOM as a process of problem solving when consumers encounter an organization's service failure t...
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| Main Authors: | , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2012
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/lkcsb_research/4369 https://ink.library.smu.edu.sg/context/lkcsb_research/article/5368/viewcontent/Online_Consumer_Complaint_Behaviors_The_Dynamics_of_Service_Failures_Consumers_Word_of_Mouth_and_Organization_Consumer_Relationships.pdf |
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| Institution: | Singapore Management University |
| Language: | English |