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Consumer complaining behavior in banking: the influence of brand image on brand forgiveness and negative word-of-mouth
(Palgrave Macmillan Ltd, 2022)
This study has established a conceptual model regarding the impacts of brand image, which consists of two subdimensions, corporate social responsibility (CSR) image and personnel image, and brand trust on brand forgiveness ...
Consumer complaining behavior in hospitality management
(Routledge Journals, Taylor & Francis Ltd, 2022)
The purpose of this study is to investigate the impacts of assertiveness, aggressiveness, and perceived risks on consumer complaining behavior (CCB) in the tourism and hospitality sector. This research utilized a quantitative ...