literature review

Beard T, T. Macher J, & W. Mayo J. (2015) “Can You Hear Me Now?” Exit, Voice, and Loyalty under Increasing Competition. The Journal of law and economics, 58(3), 717-745

Kim J, Cheuk Leung T, &Wagman L. (2017) Can Restricting Property Use Be Value Enhancing? Evidence from Short-Term Rental Regulation. The Journal of law and economics,60(2). 309-334

Gary L, Peter F, & David R. (1992) Consumer Complaints: Advice on How Companies Should Respond Based on an Empirical Study. Journal of Services Marketing, 6(3). 5-14

Hooman E(2000) Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes. Research Article, 2(3), 285-300

Carlos E, & Miguel G(2006) Consumer trust, perceived security and privacy policy: Three basic elements of loyalty to a web site. Consumer trust, perceived security and privacy policy: Three basic elements of loyalty to a web site,106(5) 601-602

Thomas A, Burnham & Judy K.(2003) Consumer Switching Costs: A Typology, Antecedents, and Consequences. Research Article, 31(2) 109-126

Gordon F. (2005) The service quality–loyalty relationship in retail services: does commitment matter? Journal of retailing and consumer services, 12(2) 99-111

Marc A. (2007) The Neglected Remedy: Strengthening Consumer Voice in Managed Care. American Prospect, 34(6) 45