Self-Threat and Product Failure: How Internal Attributions of Blame Affect Consumer Complaining Behavior

By Lea H Dunn, Darren W. Dahl. 2012

91 citations recorded by the source corpus.

Subfields: Information Systems and Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/370114f49ee337ca3e86d02a0e0bc335567c2c10

How researchers see this paper

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In Sociology and Political Science

1. Yanfen You
2. Lili Wang
3. Xiaoyan Deng
4. Xiaojing Yang

Citations in the corpus

• When and Why Saying “Thank You” Is Better Than Saying “Sorry” in Redressing Service Failures: The Role of Self-Esteem (2020, background): “…recovery, which incurs economic expenditures such as goods, discounts, and reimbursements and thus imposes a substantial cost on companies (Dunn and Dahl 2012; Smith, Bolton, and Wagner 1999), symbolic recovery is costless and therefore represents a highly cost-efficient recovery method…”