Istanbulluoglu, Doga; Leek, Sheena; Szmigin, Isabelle T. - In: European Journal of Marketing 51 (2017) 5/6, pp. 1109-1128
Purpose The purpose of this paper is to help researchers and practitioners to understand and respond to consumer complaining behaviour (CCB) by developing a taxonomy that addresses the inadequacies of previous consumer complaining taxonomies and models, simplifies the terminology and covers both...