Consumer complaining to firms: the determinants of channel choice
By Anna S. Mattila, Jochen Wirtz. 2004
182 citations recorded by the source corpus.
Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/e0698bbd14a75f5359d70a14b57a1900be7194ca
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Organizational Behavior and Human Resource Management
- Y. Ekinci
- Silvia Wan-Ju Liang
- Georgina Whyatt
- Rebecca A. VanMeter
- Douglas B. Grisaffe
- L. Chonko
- Nicoletta Occhiocupo
- Fernando Jaramillo
In Social Psychology
- Silvia Wan-Ju Liang
- Y. Ekinci
- Georgina Whyatt
- Rebecca A. VanMeter
- Douglas B. Grisaffe
- L. Chonko
- Nicoletta Occhiocupo
In Sociology and Political Science
- Y. Ekinci
- Silvia Wan-Ju Liang
- Georgina Whyatt
- Nicoletta Occhiocupo
- K. Kaplanidou
- A. Apostolopoulou
- D. Papadimitriou
- Tom Page
Citations in the corpus
- Antecedents of travellers' electronic word-of-mouth communication (2013, background): “Travellers’ eWOM behaviours are influenced by their overall attitude towards eWOM communication because eWOM media is one of the publicly available communication channels (Mattila & Wirtz, 2004).”
- Of “Likes” and “Pins”: The Effects of Consumers’ Attachment to Social Media (2015, background): “This would extend the negative word-of-mouth literature (Edison and Geissler 2011; Mattila and Wirtz 2004; Zhang, Feick, and Mittal 2014) directly in the social media context (King, Racherla, and Bush 2014).”