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Beh Yean Shan

Monash University, Malaysia

Sunway Campus

Malaysia

http://https://www.monash.edu.my/business/about/school/academic-staff/marketing/dr-beh-yean-shan

  • Monash University, Malaysia

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Complainers’ Resource Investment and Mobilization in Digital Environments Using Conservation of Resources Theory

Journal of Service Management, volume 31, issue 3, pages 509-534, 2020, https://doi.org/10.1108/JOSM-10-2018-0344.
Posted: 10 Sep 2021
Beh Yean Shan, László Sajtos and Joanne Cao
Monash University, Malaysia, University of Auckland Business School and University of Southern Mississippi

Abstract:

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Conservation of resources theory, online consumer complaints, resource investment and mobilization, complaint motivation, complaint media, affordances of social media features