A dynamic model of customer complaining behaviour from the perspective of service-dominant logic - Tronvoll, Bård (European journal of marketing, 2012)
Keywords: Action complaint responses; Beschwerdemanagement; Brand loyalty; Business Administration; Communication complaint responses; Complaints; Customer feedback; Customer relations; Customer satisfaction; Customer services; Customers; Företagsekonomi; Konsumentenverhalten; Kundenzufriedenheit; Logic; Loyalty; Marketing; Service-Dominant Logic; Service-dominant logic of marketing; Studies; Customer complaining behaviour; Service-dominant logic of marketing; Customers; Customer satisfaction; Complaint process; Action complaint responses; Complaints; Logic; Communication complaint responses