Lervik-Olsen, Line; Andreassen, Tor Wallin; Streukens, … - In: Journal of Service Theory and Practice 26 (2016) 4, pp. 406-429
Purpose – The purpose of this paper is to provide insight into the decision process behind whether customers complain, and to identify the effects of the situational factor credence quality in this decision process. Design/methodology/approach – A quasi-experimental design is used in which...