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Keywords: Consumer complaints
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Journal Articles
Managing Service Quality: An International Journal (2012) 22 (2): 145–164.
Published: 16 March 2012
... consumers who had recently experienced dissatisfaction with SSTs were collected via an open‐ended survey question. Three independent coders used a deductive and inductive iterative process to code the data. Findings The findings suggest that both consumer complaint behaviour (CCB) theory and media...
