Customer Complaint Behaviour and Intentions in Mobile Telecommunication Services

QR Code

Customer Complaint Behaviour and Intentions in Mobile Telecommunication Services

Complaints are a form feedback from customers which when used effectively by a service provider can result in an improvement of its services (Hart et al, 1990; Kim et al, 2003; Slater and Narver, 1995; Soderlund, 1998).In light of the importance of mobile telecommunications service therefore, the ob...

Full description

Bibliographic Details
Main Author:	Umar, Amina Aliyu
Format:	Dissertation (University of Nottingham only)
Language:	English
Published:	2011
Online Access:	https://eprints.nottingham.ac.uk/25461/

Similar Items

"Service Recovery: The Effects of Complaint Handling on Post-complaint Relationship Intention and Customer Switching Behaviour in the Taiwan Fastener Industry"
by: Hwang, Jui-Chin
Published: (2005)

Service quality and customer behavioural intention: a study on Malaysian telecommunication industry
by: Haque, A. K. M. Ahasanul, et al.
Published: (2010)

Consumer competency and relationship between dissatisfaction and complaint behaviour among mobile telecommunication network consumers in Lagos, Nigeria
by: Chinedu, Anyanwu Hilary
Published: (2017)

Consumer complaint behaviour, satisfaction with complaint handling, mobile phone dependency and relationship quality in mobile phone service industry
by: A. Rahman, Mohd. Khirzanbadzli
Published: (2016)

Behavioural economics and customer complaints in the communications sector
by: Xavier, Patrick, et al.
Published: (2011)

Impact Of Service Quality On Customer Behavioral Intention In Malaysia Telecommunication Industry
by: Tahir, Khafiz
Published: (2004)

Customer complaints and the effectiveness of service guarantees in the hotel industry
by: Mohd Shahril, Aslinda, et al.
Published: (2022)

Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
by: Zainol, Noorliza, et al.
Published: (2014)

Customer service personnel’s perceptions of customers: The case of a telecommunications firm
by: Ernest Cyril, de Run, et al.
Published: (2007)

Factors affecting customer experience for cellular mobile services of telecommunication companies in Kuala Terengganu / Wajihah Rashid
by: Rashid, Wajihah
Published: (2017)

Exploring students’ complaints behaviour for telecommunication industry in Malaysia / Syahmi Harudin, Siti Daleela Mohd Wahid and Nor Khasimah Aliman
by: Mohd Wahid, Siti Daleela, et al.
Published: (2013)

Strategic Interactions in Mobile Services of The Malaysian Telecommunication Industry
by: Chen, Khar Ye
Published: (2005)

CRM Practices In Malaysian Mobile Telecommunication Service Industry
by: Ting, Lo Wan
Published: (2001)

The Effect of Perceived Justice on Customer Complaint Behavior
by: Zebeib, Mayan
Published: (2006)

Predictors of complain behaviour among mobile telecommunication network consumers
by: Chinedu, Anyanwu Hilary, et al.
Published: (2017)

Market acceptability of 3G mobile telecommunication services in Malaysia
by: Ahmad Rajuddin, Ahmad Redzuan, et al.
Published: (2008)

An analysis of consumer’ complaint intentions and complaint responses towards unethical advertisements / Hani Zulaikha Zulkifly
by: Zulkifly, Hani Zulaikha
Published: (2016)

A methodology to map customer complaints and measure customer satisfaction and loyalty
by: Faed, Alireza, et al.
Published: (2014)

The influence of consumer complaint behaviour on relationship quality among Malaysian mobile phone services subscribers: complainers versus non-complainers
by: A. Rahman, Mohd Khirzan Badzli, et al.
Published: (2016)

Construct validation of consumer complaint behavioral scale in the Malaysian mobile phone services industry
by: A. Rahman, Mohd. Khirzan Badzli, et al.
Published: (2015)

Electrostatic discharge (ESD) improvement to reduce customer complaint
by: Rahman, Muhd Ambri, et al.
Published: (2010)

Profiling service failure and customer online complaint motives in the case of single failure and double deviation.
by: Poh, Theng Loo, et al.
Published: (2013)

Determinant of customer intention to adopt mobile banking services in Sauda Arabia
by: Alsheikh, Layla Hodaed
Published: (2013)

What determines customers’ loyalty towards telecommunication service? Mediating roles of satisfaction and trust
by: Ting, H., et al.
Published: (2020)

What determines customers’ loyalty towards telecommunication service? mediating roles of satisfaction and trust
by: Hiram, Ting, et al.
Published: (2020)

Customer retention: investigating the dimensions in telecommunication industry
by: Gui, Jin Kiant
Published: (2013)

Complainers versus non-complainers: a multi-national investigation of individual and situational influences on customer complaint behaviour
by: Sharma, Piyush, et al.
Published: (2010)

A confirmatory factor analysis in a study of consumer complaint behaviour, satisfaction with complaint handling and relationship quality
by: A Rahman, Mohd. Khirzanbadzli, et al.
Published: (2016)

Factors contribute to customer complaint towards services at operation department in Johor Port Berhad / Aqashah Shahren Luqman
by: Luqman, Aqashah Shahren
Published: (2013)

The effect of employee ethics, trust, and service quality to customer satisfaction: a study on Malaysian telecommunications
by: Othman, Manisah, et al.
Published: (2022)

Regulation and international telecommunications pricing behaviour
by: Madden, Gary, et al.
Published: (2001)

Entry into 3G Mobile Telecommunications Markets
by: Madden, Gary, et al.
Published: (2012)

Telecommunications Services And Its Impact On Users
by: Kamaruddin, Kamaryati
Published: (2008)

A study of service recovery of customer complaint at Telekom Malaysia Berhad ™ in Kota Bharu / Fatin Nadhirah Ahmad Shafien
by: Ahmad Shafien, Fatin Nadhirah
Published: (2014)

Strategic Considerations for Customer Relationship Management in the Telecommunications Industry
by: Brown, Benjamin Philip Edward
Published: (2007)

Dynamic service composition for telecommunication services and its challenges
by: Syed Mustapha, Syed Malek Fakar Duani, et al.
Published: (2014)

Factors Determining Consumer’s Behavioural Intention to Purchase Mobile Content Services Advertising
by: Lee , Lean Hua
Published: (2015)

Factors Determining Consumer’s Behavioural Intention to Purchase Mobile Content Services Advertising
by: Lee , Lean Hua
Published: (2015)

Assessing Service Quality in Cyprus Mobile Telecommunication industry: A case Study of CYTA and Areeba
by: STYLIANOU, KATERINA
Published: (2006)

Calculating customer experience management index for telecommunication service using genetic algorithm based weighted attributes
by: Khan, Nusratullah, et al.
Published: (2018)