Consumer complaining behavior : consumers' evaluations on service recovery strategies

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Consumer complaining behavior : consumers' evaluations on service recovery strategies

Much of the service recovery research to date has attempted to identify and classify service encounters from either the customer's or employee's perspective. This research tends to examine the relative importance of service recovery activities in determining overall satisfaction and conseq...

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Bibliographic Details
Main Author:	Ahmad, Norzie Iriani
Format:	Thesis
Language:	English English
Published:	2001
Subjects:	Consumers - Malaysia - Attitudes Consumer satisfaction
Online Access:	http://psasir.upm.edu.my/id/eprint/77917/ http://psasir.upm.edu.my/id/eprint/77917/1/t%20GSM%202001%2018%20%281900118322%29.pdf

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