How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses
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DOI: 10.1007/s11747-018-0597-2
Abstract: Do customers feel better or worse after enacting revenge? Using a multimethod approach, we show that customers’ post-complaint desire for revenge depends on whether they initially use direct or indirect revenge behaviors (RBs). Specifically, the… read more here.
Keywords: direct indirect; desire revenge; revenge; post complaint ... See more keywords