Blar i BI Open på forfatter "Streukens, Sandra"
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Online complaining: understanding the adoption process and the role of individual and situational characteristics
Andreassen, Tor W.; Streukens, Sandra (Journal article; Peer reviewed, 2013)Despite the relevance of online customer complaining, little research exists in this area. The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online ...