The results indicate that the firms should encourage the customers to make complaints, which may reduce buying boycotts and negativeword-of-mouth effects from the buyers.
研究结论为企业促进顾客的直接抱怨行为、减少购买抵制和负面口碑提供了借鉴。
2
This study focused on the regulation of the different variables under the influence ofnegativeword-of-mouth for consumers brand changes of attitude.