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International Review of Management and Marketing |
Customer complaint behavior (CCB) is an unlikely predictable sequence of actions and reactions a person goes through in case of a service failure. Yet a number of studies have raised the issue on the pattern of CCB and have even revealed some regularities on this matter. This article is dedicated to verify one of such patterns attributed to the public transportation services, while replicating the research methodology in a different contextual environment. We see how does the sequence offatcat:2lzvcyswsrcadogdtqrjgvwbpy