A Study on Consumer Complaint Behavior Caused by Dissatisfaction with the Service of Smartphone Applications: The Moderating Effect of a Complaint Handling Process and Consumer’s Attribution
Abstract:The use of smartphones has grown rapidly over a short period of time, particularly for commuting news search, smart banking, and social networking services, and has had a significant impact on the pattern of contemporary life. Further, a wide range of applications are downloaded on to smartphones. This has also led a considerable number of complaints regarding these applications. In this study, we focus on the levels of dissatisfaction that users experience with smartphone applications and their effects on con… Show more
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