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Keywords: Complaint behaviour
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Journal Articles
International Journal of Bank Marketing (2022) 40 (3): 458–483.
Published: 24 December 2021
... the scenario method. Findings The study validates the positive impact of dissatisfaction on anger and negative word-of-mouth, as well as that of anger on complaint behaviour and negative word-of-mouth. The relation between dissatisfaction and negative word-of-mouth is mediated by anger. When the failure...
