Tojib, Dewi; Khajehzadeh, Saman - In: European Journal of Marketing 48 (2014) 7/8, pp. 1536-1556
Purpose – This study aims to demonstrate that meta-perceptions play a contributing role in customers’ direct complaint intention. Design/methodology/approach – In an exploratory study, we identified different types of meta-perceptions. In a scenario-based experiment, we tested the...