... on their relationship strength. Therefore: Service failure Inter-failures Online complaining Service recovery Complaint handling Relationship strength Revenge When consumers purchase a brand for the first time, they enter a customer life cycle. During this period, positive experiences with the chosen...

...Tammo H.A. Bijmolt; Eelko K.R.E. Huizingh; Adriana Krawczyk Purpose – The purpose of this paper is to investigate the impact of complaint behaviour and service recovery satisfaction on consumer intentions to repurchase through internet channels. Design/methodology/approach – Using survey...