Causes and Outcomes of Online Customer Complaining Behavior: Implications for Customer Relationship Management (CRM)

Authors

Yooncheong Cho, Rutgers
Il Im, New Jersey Institute of Technology
Starr Roxanne Hiltz, New Jersey Institute of TechnologyFollow
Jerry Fjermestad, New Jersey Institute of Technology

Recommended Citation

Cho, Yooncheong; Im, Il; Hiltz, Starr Roxanne; and Fjermestad, Jerry, "Causes and Outcomes of Online Customer Complaining Behavior: Implications for Customer Relationship Management (CRM)" (2001). AMCIS 2001 Proceedings. 175.
https://aisel.aisnet.org/amcis2001/175