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Keywords: Attitude toward complaining
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2020) 34 (4): 483–498.
Published: 31 March 2020
... handling. A customer-level moderator (attitude toward complaining) and a firm-level moderator (relative promptness of the response) are examined. Design/methodology/approach Data from three studies use partial least squares structural equation modeling to analyze hypothetical failure and complaining...
