Negative Word of Mouth: Substitute for or Supplement to Consumer Complaints?

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Negative Word-of-Mouth Communication Intention: An Application of the Theory of Planned Behavior (2006, background): “Halstead (2002) also claimed that existing research on WOM communication was typically limited to new products rather than existing products or services.”
Customer switching behaviour in the Chinese retail banking industry (2010, background): “Furthermore, customer switching can bring negative word-of-mouth advertising which can hurt a bank’s reputation and image (Diane, 2003).”
A voice from the silent masses: An exploratory and comparative analysis of noncomplainers (2006, methodology): “In support of prior research (Halstead 2002), noncomplainers were also less likely to engage in negative word of mouth than the dissatisfied and the norecovery groups.”