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Keywords: Credence quality
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Journal Articles
Journal of Service Theory and Practice (2016) 26 (4): 406–429.
Published: 11 July 2016
...Line Lervik-Olsen; Tor Wallin Andreassen; Sandra Streukens Purpose – The purpose of this paper is to provide insight into the decision process behind whether customers complain, and to identify the effects of the situational factor credence quality in this decision process. Design/methodology...
