Predicting the likelihood of voiced complaints in the self-service technology context

Journal of Service Research

Volumn 12, Issue 1, 2009, Pages 100-116

  Robertson, Nichola ^a   Shaw, Robin N ^a  

^a DEAKIN UNIVERSITY   (Australia)

Author keywords

Complaint management; Consumer dissatisfaction; Consumer voice; Self service technologies

Indexed keywords

EID: 69849111546     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670509333789     Document Type: Article

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