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Consumers' complaint behaviour. Taxonomy, typology and determinants: Towards a unified ontology

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References

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2003Organizational Responses to Customer Complaints: What Works and What Doesn’t618 cited

1971Introduction to personality503 cited

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2008A Typology of Consumers' Emotional Response Styles during Service Recovery Encounters*62 cited
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2010THE EFFECTS OF SITUATIONAL AND PERSONAL CHARACTERISTICS ON CONSUMER COMPLAINT BEHAVIOR IN RESTAURANT SERVICES58 cited
2015A framework for encouraging retail customer feedback55 cited
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2022Understanding Airline Passengers during Covid-19 Outbreak to Improve Service Quality: Topic Modeling Approach to Complaints with Latent Dirichlet Allocation Algorithm45 cited