When service failure is not service failure: An exploration of the forms and motives of "illegitimate" customer complaining

Journal of Services Marketing

Volumn 19, Issue 5, 2005, Pages 321-335

  Reynolds, Kate L ^a   Harris, Lloyd C ^a  

^a CARDIFF UNIVERSITY   (United Kingdom)

Author keywords

Complaints; Consumer behaviour; Critical incident technique; Fraud; Service failures

Indexed keywords

EID: 24344458984     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040510609934     Document Type: Review

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