An examination of consumer advocacy and complaining behavior in the context of service failure

Journal of Services Marketing

Volumn 25, Issue 5, 2011, Pages 361-370

  Chelminski, Piotr ^a   Coulter, Robin A ^b  

^a PROVIDENCE COLLEGE   (United States)

^b UNIVERSITY OF CONNECTICUT   (United States)

Author keywords

Complaints; Consumer advocacy; Consumer behaviour; Consumer voicing; Negative word of mouth; Service encounter failure

Indexed keywords

EID: 79960637294     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876041111149711     Document Type: Article

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