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Keywords: Consumer voicing
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2011) 25 (5): 361–370.
Published: 02 August 2011
... reputations because of poor customer service or substandard offerings or performance. © Emerald Group Publishing Limited 2011 Consumer advocacy Service encounter failure Consumer voicing Negative word‐of‐mouth Consumer behaviour Complaints An executive summary for managers...
