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Keywords: Attitudes toward the firm
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2026) 40 (10): 1–21.
Published: 20 January 2026
... of response strategies, response types and account types in the quantitative main study. Findings The response type influences complainants’ attitudes toward the firm through complaint satisfaction, response perception and perceived customer orientation. The response strategy affects attitudes only...
