Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender.

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Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender.

This paper aims to examine how gender interacts with various recovery actions on perceived employee effort, complaint handling satisfaction, and behavioral intention in the case of deviant customer behavior in an East-Asian context. Study 1, a qualitative study, reveals that consumers expect compani...

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Bibliographic Details
Main Authors:	Boo, Huey Chern, Matilla, Anna S., Tan, Ching Yeng
Format:	Article
Language:	English
Published:	Elsevier 2013
Online Access:	http://psasir.upm.edu.my/id/eprint/30510/ http://psasir.upm.edu.my/id/eprint/30510/1/Effectiveness%20of%20recovery%20actions%20on%20deviant%20customer%20behavior.pdf

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