Kim, Chulmin; Kim, Sounghie; Im, Subin; Shin, Changhoon - In: Journal of Consumer Marketing 20 (2003) 4, pp. 352-371
The importance of managing dissatisfied consumers has increased because of severe competition from the introduction of new types of stores, such as online shopping. Focuses on consumers who complain directly to the offending firms because their dissatisfaction provides a firm with the...
