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Keywords: Consumer motivation
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Journal Articles
Managing Service Quality: An International Journal (2012) 22 (2): 145–164.
Published: 16 March 2012
...Nichola Robertson Purpose This study aims to explore consumers' motives for their choice of complaint channel in the context of self‐service technology (SST) failure. Traditional and evolving communication channels are considered. Design/methodology/approach Qualitative self‐report data from...
