Complainers versus non-complainers retaliatory responses towards service dissatisfactions

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Complainers versus non-complainers retaliatory responses towards service dissatisfactions

The paper aims to investigate the different forms of retaliatory responses towards dissatisfactory service encounters experienced by Australian consumers. It further compares demographic and psychographic profiles of complainers versus non-complainers. 1200 mail surveys were sent out through a rando...

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Bibliographic Details
Main Authors:	Phau, Ian, Baird, Michael
Format:	Journal Article
Published:	Emerald Group Publishing Limited 2008
Subjects:	Complaints Dissatisfaction Exit Service Recovery Retaliatory response
Online Access:	http://hdl.handle.net/20.500.11937/35931

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