... about the impact of switching costs on customers’ dissatisfaction response styles as well as service recovery evaluation in the case of dissatisfaction, even though both are crucial facets of firms’ complaint management. Previous research uses different approaches how to handle switching costs...

... and to help explain the effects of the model’s other variables on the intention to complain (Bagozzi and Warshaw, 1990 ; Bagozzi, 1992). © Emerald Group Publishing Limited 2016 Theory of reasoned action Theory of trying to complain Complaint management Credence quality Complaint behaviour...

... comprising our core attitudinal model are: H1. The perceived ease of use of online complaining will have a positive effect on attitude toward using it. Consumer behaviour Internet Complaints Service research Complaint management Technology acceptance Self‐service technology...