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Keywords: Complaining behavior
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Journal Articles
International Journal of Quality & Reliability Management (2023) 40 (9): 2205–2221.
Published: 14 February 2023
... Complaining behavior Perceived product quality Warranty Defect severity H1. Quality perceptions decrease only for non-complainers who experienced severe defects. According to the well-known recovery effect for services, successful recovery efforts should redress customers' quality...
