Casado, Ana B.; Nicolau, Juan Luis; Ruiz, Francisco Mas - Instituto Valenciano de Investigaciones Económicas (IVIE) - 2008
response (complaining, exit, complaining and exit, and no-switching), we estimate multinomial Logit models with random … coefficients (RCL). The results of our study show that magnitude of service failure, explanations, apologies, perceived justice …