Customer complaint behaviour (CCB) in the retail sector : why do customers voice their complaints on Facebook?
Year of publication: |
2019
|
---|---|
Authors: | Mein, Xiang Ying ; Bagaas, Ingrid K. ; Relling, Erling K. L. |
Published in: |
The international review of retail, distribution and consumer research. - London : Routledge, ISSN 1466-4402, ZDB-ID 1481049-9. - Vol. 29.2019, 1, p. 63-78
|
Subject: | Customer complaint behaviour (CCB) | electronic word-of-mouth (e-WOM) | double deviation | social media | Facebook | retail-sector | Social Web | Social web | Beschwerdemanagement | Complaint management | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Einzelhandel | Retail trade | Beziehungsmarketing | Relationship marketing |
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