A cross-national investigation of university students' complaining behaviour and attitudes to complaining

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A cross-national investigation of university students' complaining behaviour and attitudes to complaining

Purpose – The purpose of this paper is to investigate how students from Australia, Indonesia and Malaysia differ in their propensity to complain and attitudes to complaining. Design/methodology/approach – A self-administered questionnaire was designed using established scales to assess respondent...

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Bibliographic Details
Main Authors:	Ferguson, Graham, Phau, Ian
Format:	Journal Article
Published:	Emerald Group Publishing Limited 2012
Subjects:	Consumer behaviour Complaints Attitudes Service failures Consumer complaining behavior Malaysia Indonesia Australia Students Universities
Online Access:	http://hdl.handle.net/20.500.11937/62004

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