Work

How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses

Year: 2018

Type: article

Source: Journal of the Academy of Marketing Science

DOI: 10.1007/s11747-018-0597-2

Authors: Yany Grégoire, Fateme Ghadami, Sandra Laporte, Sylvain Sénécal, Denis Larocque

Institution: HEC Montréal

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Peace, justice, and strong institutions

Open Access status: closed

OpenAlex ID: W2887865512

FWCI: 10.75

Cites: 65

Cited by: 102

Related to: 10