Customer response to dissatisfaction: A synthesis of literature and conceptual framework

Industrial Marketing Management

Volumn 40, Issue 1, 2011, Pages 118-127

  Ferguson, Jodie L ^a   Johnston, Wesley J ^b  

^a VIRGINIA COMMONWEALTH UNIVERSITY   (United States)

^b GEORGIA STATE UNIVERSITY   (United States)

Author keywords

Customer dissatisfaction; Exit; Response behavior; Voice; Word of mouth

Indexed keywords

EID: 79151480738     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2010.05.002     Document Type: Article

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