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Return on Investment of Complaint Management: A Review and Research Agenda

- Carlson, Jamie, Sourdin, Tania, Armstrong, Christine, Watts, Martin, Carlyle, Tanya

Cue the complaint: the visual cues of Facebook business pages and their influence on consumer complaint behaviour

- Armstrong, Christine, Kulczynski, Alicia, Brennan, Stacey

For all to see: social risk and observable complaining on Facebook

- Armstrong, Christine, Kulczynski, Alicia, Brennan, Stacey

Organisational responses to consumer complaints on Facebook business pages: the effect on consumer behaviours and attitudes

- Armstrong, Christine Louise Lucie

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