Beyond anger : a neutralization perspective of customer revenge
Year of publication: |
2022
|
---|---|
Authors: | Yang, Chaofan ; Sun, Yongqiang ; Shen, Xiao-Liang |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 146.2022, p. 363-374
|
Subject: | Anger | Customer revenge | Dissatisfaction | Neutralization techniques | Service failure | Emotion | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour |
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