The effects of relationship quality on customer retaliation

Marketing Letters

Volumn 17, Issue 1, 2006, Pages 31-46

  Grégoire, Yany ^a   Fisher, Robert J ^b  

^a WASHINGTON STATE UNIVERSITY   (United States)

^b UNIVERSITY OF WESTERN ONTARIO   (Canada)

Author keywords

Complaint behaviors; Controllability; PLS; Relationship quality; Retaliation; SEM; Service failure

Indexed keywords

EID: 33645681909     PISSN: 09230645     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11002-006-3796-4     Document Type: Article

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