Online complaining:Understanding the adoption process and the role of individual and situational characteristics

Managing Service Quality: An International Journal

Volumn 23, Issue 1, 2013, Pages 4-24

  Andreassen, Tor W ^a   Streukens, Sandra ^b  

^a BI NORWEGIAN BUSINESS SCHOOL   (Norway)

^b HASSELT UNIVERSITY   (Belgium)

Author keywords

Complaint management; Complaints; Consumer behaviour; Internet; Self service technology; Service research; Technology acceptance

Indexed keywords

EID: 84873025207     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604521311287632     Document Type: Article

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