Strauss, J.(2001). Consumer complaints by e-mail: An exploratory investigation of corporate responses and customer reactions. Journal of Interactive Marketing, 15(1), 63-73. doi:10.1002/1520-6653(200124)15:1<63::aid-dir1004>3.0.co;2-c

Strauss, Judy. "Consumer Complaints By E-mail: An Exploratory Investigation of Corporate Responses and Customer Reactions". Journal of Interactive Marketing, 15.1 ( 2001 ): 63-73.