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The relationship between consumer complaining behavior and service recovery: An integrative review
Purpose–The goal of the present conceptual paper is to integrate two streams of literature
related to service failures: customer complaining behaviors (CCB) and service recovery …
related to service failures: customer complaining behaviors (CCB) and service recovery …
Complaining practices on social media in tourism: A value co-creation and co-destruction perspective
Social media has transformed the way tourism-related information is generated and
distributed. While previous studies have focused largely on the benefits of social media for …
distributed. While previous studies have focused largely on the benefits of social media for …
Product/consumption-based affective responses and postpurchase processes
The author examines consumer affective responses to product/consumption experiences
and their relationship to selected aspects of postpurchase processes. In separate field …
and their relationship to selected aspects of postpurchase processes. In separate field …
[PDF][PDF] An empirical investigation of company response to data breaches
Companies may face serious adverse consequences as a result of a data breach event. To
repair the potential damage to relationships with stakeholders after data breaches …
repair the potential damage to relationships with stakeholders after data breaches …
The effects of distributive, procedural, and interactional justice on postcomplaint behavior
This study examines the effects of distributive, interactional, and procedural justice on
complainants' repatronage and negative word-of-mouth intentions. In order to test the …
complainants' repatronage and negative word-of-mouth intentions. In order to test the …
Consumer complaint intentions and behavior: definitional and taxonomical issues
Researchers and practitioners recently have given increasing attention to the antecedents
and consequences of postpurchase consumer complaint intentions and behaviors. Issues …
and consequences of postpurchase consumer complaint intentions and behaviors. Issues …
The impact of tour quality and tourist satisfaction on tourist loyalty: The case of Chinese tourists in Korea
This study examines the causal relationship between tourist expectations, tourist
motivations, tour quality, tourist satisfaction, tourist complaints and tourist loyalty of Chinese …
motivations, tour quality, tourist satisfaction, tourist complaints and tourist loyalty of Chinese …
A typology of retail failures and recoveries
This study extends previous research by develo** a typology of retail failures and
recovery strategies. Upon sorting 661 critical incidents pertaining to general merchandise …
recovery strategies. Upon sorting 661 critical incidents pertaining to general merchandise …
Legitimate and illegitimate consumer complaining behavior: a review and taxonomy
Purpose This paper aims to provide an integrative view of the conceptualizations,
definitions, antecedents and taxonomies of consumer complaining behavior (CCB) …
definitions, antecedents and taxonomies of consumer complaining behavior (CCB) …
The consequences of dysfunctional customer behavior
Christopher Lovelock (1994) coined the term jaycustomers to refer to dysfunctional
customers who deliberately or unintentionally disrupt service in a manner that negatively …
customers who deliberately or unintentionally disrupt service in a manner that negatively …