This study provides the first critical and systematic investigation of the literature on Means-
End Chain theory after the ground-breaking book “Understanding Consumer Decision …

With the increasing popularity of social media, understanding online consumer behaviors is
becoming increasingly important for researchers in this field and practitioners who manage …

Consumer complaint behavior (CCB) is closely related to consumer satisfaction and is a
behavior of consumers in case of dissatisfaction. In some instances, consumers may remain …

Purpose The purpose of this paper is to highlight the importance and extend the
understanding of the underresearched concept of personal positive customer feedback …

Purpose–The purpose of this paper is to explore how children can be empowered in the
research process, as active agents and key informants, in matters affecting their …

Purpose–The purpose of this paper is to gain deeper insight into the meanings that structure
and impel consumer choice by overlaying findings from a metaphor elicitation study onto the …

It is now well recognised that an effective service-recovery system plays a crucial role in
service organisations. However, the importance of such systems has not yet been …

Background Health care services are increasingly being digitized, but extant literature
shows that digital technologies and applications are often developed without careful …

Customer satisfaction in banking is on the decline, with some reports showing that 70% of
customers leave because of poor service. The purpose of this correlational study was to …

This study explores online consumer complaining behaviour (CCB) on Facebook. The main
objectives are:(1) to understand how Facebook is being used as a medium for consumer …