Complaints as starting point for vicious cycles in customer-employee-interactions.

Front Psychol · 2015 · PMC4607872 · PMID 26528194

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highly significantno p-value reported

The indirect effect of the complaint phrasing on the difference measure service reaction through mediator one and two was highly significant as indicated by the 95% CI (-0.92, -0.04) using 1,000 bootstrap estimations.

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