This study aims to segment strategies consumers use to ‘cope’ with service failure using a novel clustering algorithm. It evaluates whether identified customer segments exhibit different anger prototypes, alongside variations in felt intensity therein. It also investigates whether different...

The main objective of this research is to identify the customers’ negative experiences extracted from the customers’ complaints of diagnostic centres using data mining tools. The paper uses customers’ complaints data raised against reputed clinics on the complaints’ website. The research...