Frequent (flier) frustration and the dark side of word-of-web: Exploring online dysfunctional behavior in online feedback forums

Journal of Services Marketing

Volumn 24, Issue 6, 2010, Pages 446-457

  Tuzovic, Sven ^a  

^a PACIFIC LUTHERAN UNIVERSITY   (United States)

Author keywords

Consumer behaviour; Customer loyalty; Internet; Online operations; Service delivery

Indexed keywords

EID: 77957317971     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876041011072564     Document Type: Article

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