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Keywords: Qualitative method
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Journal Articles
Managing Service Quality: An International Journal (2012) 22 (2): 145–164.
Published: 16 March 2012
..., 2004). The Mattila and Wirtz (2004) study concludes that interactive versus remote complaint channels are used by consumers to achieve different complaint‐related goals. Consumer complaints Complaint channel Consumer motivation Media richness theory Qualitative method Self‐service...
