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• W2028689748 abstract "Business-to-business customers who are dissatisfied with services or products may respond by voicing complaints, by exiting the transaction relationships, by spreading negative word-of-mouth (WOM) about their experiences, and/or by continuing the transactional relationships as they are. The authors synthesize extant customer (dis)satisfaction response behaviors in the organizational buyer behavior literature, and discuss within-firm and third-party recipients of voicing and negative WOM. A model of customer response behavior is disclosed featuring possible influences of exit, voice, loyalty, and negative WOM: number of alternative suppliers, past complaint response behavior, number of years in relationship, and type of purchase. Propositions are provided on the effects of influence variables on response behavior relationships." @default.
• W2028689748 created "2016-06-24" @default.
• W2028689748 creator A5050238024 @default.
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• W2028689748 date "2011-01-01" @default.
• W2028689748 modified "2023-10-02" @default.
• W2028689748 title "Customer response to dissatisfaction: A synthesis of literature and conceptual framework" @default.
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• W2028689748 doi "https://doi.org/10.1016/j.indmarman.2010.05.002" @default.
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