Negative emotions and their effect on customer complaint behaviour

By Bård Tronvoll. 2011

196 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/a1a7a34d32e5134e3da585032a1fab3309f566dd

Citations in the corpus

• Talk Up or Criticize? Customer Responses to WOM About Competitors During Social Interactions (2014, unknown): “Customer-to-customer (C2C) social interactions (Berthon et al., 2011) and customer-SP interactions (Tronvoll, 2011) have important effects on how customers form opinions about SPs, partly because these interactions are associated with two important phenomena frequently discussed in the literature:…”