Customer Protest: Exit, Voice or Negative Word of Mouth
Of the three forms of protest the propensity of word of mouth (WOM) seems to be the most common, and the most exclusive form of protest seems to be exit. The propensity for voice lies in between. The costs linked to voice influence the propensity for WOM. The customers seem to do an evaluation betwe...
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| Format: | Article |
| Language: | English |
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International Journal of Business Science and Applied Management
2008-01-01
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| Series: | International Journal of Business Science and Applied Management |
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| Online Access: | http://www.business-and-management.org/download.php?file=2008/3_1--14-32-Solvang.pdf |