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Keywords: Customer complaint behavior
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing 1–16.
Published: 14 July 2026
...Wenhua Shi; Laien Huang; Yongwei Hu; Nan Jia Purpose While customer complaint behavior is a critical issue for service firms, existing research has primarily focused on individual-level drivers and overlooked its social contagion mechanism. This paper aims to explore whether exposure to peers...
