What happens when things go wrong? Retai
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Jarrad Dunning; Anthony Pecotich; Aron O'Cass
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Article
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2004
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John Wiley and Sons
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English
β 148 KB
## Abstract Not all marketplace interactions are initially successful, and often customer expectations are not met, resulting in dissatisfaction, which leads to complaint and redressβseeking behavior. In this process, the nature of the explanations and other aspects of the firmβcustomer interaction