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Keywords: Complaint media
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (3): 509–534.
Published: 22 April 2020
... understanding, this paper is the first study to employ COR theory as a conceptual background, and in turn, the first to conceptualize complaint motivations and online complaint features as internal and external resources, respectively. As such, this study is the first of its kind to examine complaint media...
