Reynolds, Kate L. and Lloyd C. Harris (2009), "Dysfunctional Customer Behavior Severity: An Empirical Examination," 85 (3), 321-335. Journal of Retailing, Ward, James C. and Amy L. Ostrom (2006), to the Masses: The Role of Protest “Complaining Framing in Customer-Created Complaint Web Sites,” 33 Journal of Consumer Research, (December), 220–30.
Reynolds, Kate L. and Lloyd C. Harris (2009), "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, 85 (3), 321-335. Ward, James C. and Amy L. Ostrom (2006), “Complaining to the Masses: The Role of Protest Framing in Customer-Created Complaint Web Sites,” Journal of Consumer Research, 33 (December), 220–30.
Bacile%20DMEF%20Extended%20Abstract%20-%20Final.docx