Consumer complaining to firms: The determinants of channel choice

Journal of Services Marketing

Volumn 18, Issue 2, 2004, Pages 147-155

  Mattila, Anna S ^a   Wirtz, Jochen ^b  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

^b NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

Author keywords

Complaints; Consumer psychology; Consumers

Indexed keywords

EID: 84992998899     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040410528746     Document Type: Article

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