-of-mouth on complaint behavior. Design/methodology/approach: This study was conducted in rural and urban areas of 28 provinces in …, complaint behavior is influenced by purchasing behavior, consumer knowledge, and WOM. The results show WOM has a significant … effect on complaint behavior. Research limitations/implications: Managerial implications for companies providing direct and …

The main objective of this research is to expand the satisfaction with complaint handling theory to the OTT (Over The … role of satisfaction complaint handling. A quantitative online survey was conducted based on a questionnaire of 520 …, formulated hypotheses and the indirect relationships. Findings show that satisfaction with complaint handling is strongly …

consumer complaint behavior has not been sufficiently explored. Consumers' tolerance and overly positive review toward Partners … attributions, i.e. locus of causality and controllability, and severity of failure on consumers' direct and indirect complaint … complaint behavior in sharing economy, particularly negative word of mouth that still needed to be discussed adequately. …

complaint handling, such as how to consider customer empathy as a complainer's characteristic to improve the customer service …