search query: @author Filiatrault, P. / total: 9
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| Author: | Marquis, M. Filiatrault, P. |
| Title: | Understanding complaining responses through consumer' self-consciousness disposition |
| Journal: | Psychology & Marketing
2002 : MAR, VOL. 19:3, p. 267-292 |
| Index terms: | COMPLAINTS CONSUMER SATISFACTION |
| Freeterms: | SELF-CONSCIOUSNESS |
| Language: | eng |
| Abstract: | The objective of this study is to determine whether a dissatisfied consumer would select a specific complaining behavior response based on his or her self-consciousness disposition. The study used written scenarios where subjects waiting in line at a movie theater had to face additional waiting time as a consequence of an event associated with an intruder or with the service provider, and occuring either immediately in front of them or further away. |
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