INTEGRATION OF CONFIRMATION EXPECTATIONS, JUSTICE, TRUST, AND RESPONSIBILITY MODELS, PERCEPTIONS, IN EXPLAINING COMPLAINTS BEHAVIOR ON ONLINE SHOPPING SITES

This study aims to examine the factors of fairness, expectation of confirmation, trust, perceived responsiveness in influencing customer satisfaction and its consequences in influencing the intention to make a complaint. This study develops the study of Wu (2013) which expands the confirmation expec...

Πλήρης περιγραφή

Λεπτομέρειες βιβλιογραφικής εγγραφής

Κύριος συγγραφέας:	Frank Aligarh
Μορφή:	Artigo
Γλώσσα:	Inglês
Έκδοση:	Universitas Airlangga 2017-09-01
Σειρά:	BAKI (Berkala Akuntansi dan Keuangan Indonesia)
Θέματα:	confirmation expectations customer satisfaction intention to make a complaint justice trust
Διαθέσιμο Online:	https://e-journal.unair.ac.id/BAKI/article/view/4761
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