Bahri Ammari, Nedra; Hsouna, Abir; Benabdallah, Mounia; … - In: International Journal of Bank Marketing 40 (2021) 3, pp. 458-483
Purpose: The purpose of this study is to investigate the impact of dissatisfaction and anger, driven by the failure of the self-service technology of banks, on customers' post-purchase behavioural reactions, such as complaints, negative word-of-mouth (NWOM) and supplier change. The stability of...