Voiced and non-voiced consumer responses to primary dissatisfaction : a uni-dimensional and multi-dimensional study
It is proposed by scholars of consumer complaining behaviour that dissatisfaction occurs at two levels: (1) the primary level resulting from product or service failure; and (2) the secondary level resulting from an unsuccessful attempt at complaint resolution with the company held responsible. This...
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University of Bedfordshire
2003
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.410545 |