"Service Recovery: The Effects of Complaint Handling on Post-complaint Relationship Intention and Customer Switching Behaviour in the Taiwan Fastener Industry"

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"Service Recovery: The Effects of Complaint Handling on Post-complaint Relationship Intention and Customer Switching Behaviour in the Taiwan Fastener Industry"

Abstract In recent decades, many industries have started to realize the importance of relationship marketing and effective complaint handling as part of their customer retention strategies. This includes the traditional Taiwan fastener industry, which used to be considered as more technically focuse...

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Bibliographic Details
Main Author:	Hwang, Jui-Chin
Format:	Dissertation (University of Nottingham only)
Language:	English
Published:	2005
Subjects:	Service Recovery Perceived Justice Customer Satisfaction Relationship Intention Customer Switching Behaviour
Online Access:	https://eprints.nottingham.ac.uk/20056/

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