Comparing restaurant service failure and recovery between online and offline complaint channels

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Comparing restaurant service failure and recovery between online and offline complaint channels

Customer complaint behavior has been an important issue to both consumer researchers and marketers. Foodservice organizations have developed a number of channels to facilitate customer complaint solicitation. These channels range from the conventional means such as phone, fax, and face-to-face to th...

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Bibliographic Details
Main Author:	Chan, Wei Leong
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Food service management Consumer complaints Food service - Research
Online Access:	http://psasir.upm.edu.my/id/eprint/41283/ http://psasir.upm.edu.my/id/eprint/41283/1/FSTM%202013%204%20ir.pdf

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