Consumer reaction to service failure and recovery: The moderating role of attitude toward complaining

Journal of Services Marketing

Volumn 23, Issue 7, 2009, Pages 462-475

  de Matos, Celso Augusto ^a   Rossi, Carlos Alberto Vargas ^b   Veiga, Ricardo Teixeira ^c   Vieira, Valter Afonso ^d  

^a University of the Sinos Valley (UNISINOS)   (Brazil)

^b FEDERAL UNIVERSITY OF RIO GRANDE DO SUL   (Brazil)

^c FEDERAL UNIVERSITY OF MINAS GERAIS   (Brazil)

^d FEDERAL UNIVERSITY OF PARANÁ   (Brazil)

Author keywords

Brazil; Complaints; Consumer behaviour; Service failures

Indexed keywords

EID: 71949083932     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040910995257     Document Type: Article

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