An Effort Model of First-Stage Complaining Behavior

By J. Huppertz. 2003

95 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/949d8ea5a115a840241cf88f4271b4a69bebeee0

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Citations in the corpus

• Negative emotions and their effect on customer complaint behaviour (2011, background): “The most common reaction of a negative critical incident, however, is inactivity and as a result a non-complaining behaviour (Singh and Pandya 1991; Stephens and Gwinner 1998; Huppertz 2003).”