The role of emotions in the complaint management journey

Name: Kind
Address: 3rd Floor, 2 Broadway, Nottingham, NG1 1PS, United Kingdom
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Working with Resolver an independent issue resolution service, we are investigating the role of emotions during the complaint management journey and the liklihood of repurchase at the end of the complaint journey.

Authors	Dr Cristiana Raquel Lages, Professor Moira Clark