Consumer complaining to firms: the determinants of channel choice
Year of publication: |
2004
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Authors: | Mattila, Anna S. ; Wirtz, Jochen |
Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 0887-6045, ZDB-ID 10271405. - Vol. 18.2004, 2-3, p. 147-161
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