User-generated content behaviour of the dissatisfied service customer

Presi, C, Saridakis, C and Hartmans, S (2014) User-generated content behaviour of the dissatisfied service customer. European Journal of Marketing, 48 (9/10). pp. 1600-1625. ISSN 0309-0566



  • Presi, C
  • Saridakis, C
  • Hartmans, S
Copyright, Publisher and Additional Information: © 2014, Emerald Group Publishing Limited. This is an author produced version of a paper published in European Journal of Marketing. Uploaded in accordance with the publisher's self-archiving policy.
Keywords: Social media; Motivation; Service recovery; Word-of-mouth; User-generated content; Extraversion
  • Published: September 2014
Institution: The University of Leeds
Academic Units: The University of Leeds > Faculty of Business (Leeds) > Marketing Division (LUBS)
Depositing User: Symplectic Publications
Date Deposited: 12 May 2016 10:35
Last Modified: 17 Jan 2018 15:33
Published Version:
Status: Published
Publisher: Emerald Group Publishing Limited
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