Essays about: "customer complaint behaviour"

Found 2 essays containing the words customer complaint behaviour.

  1. 1. Communication in Complaint Handling

    University essay from IT-universitetet i Göteborg/Tillämpad informationsteknologi

    Author : Kim Dao Jonsson; [2013-09-20]
    Keywords : Swedish Telecom; complaint handling; post-complaint satisfaction; negative emotions; behavioural intentions; perceived justice;

    Abstract : Due to the importance of understanding what circumstances make customer complaint handling successful and how to achieve an effective result; this thesis aims to study the communication failure in the responses given by Swedish telecom companies’ customer service to consumer complaints, and post-complaint consumers’ reactions to those complaint responses through emotions and behavioural intentions. Since previous research about complaint management did not put much focus on communication role as well as on post-complaint consumers’ responses to organizational complaint handling, this study, based on the analysis of authentic customers’ complaint experience with Swedish telecom, incorporates the interactional dimension into the existing models of cognitive and affective antecedents of satisfaction with complaint handling. READ MORE

  3. 2. The pattern of customer complaint behaviour in public transportation :  

    University essay from Fakulteten för ekonomi, kommunikation och IT

    Author : Andrey Mikhailov; Kungaba Cedric Pefok; Adnan Yousaf; [2009]
    Keywords : customer complaint behaviour; customer complaint; pattern of customer complaint; public transportation; service dominant logic; barriers to complaint; service quality; public transportation;

    Abstract : Service providers must understand that they have to provide customer-perceived value, if they want to stay in business. One of the best ways to determine customer-perceived value is to encourage customer complaint. This will make it easier to identify areas of the service process which the consumer believes must be improved. READ MORE