FACTORS INFLUENCING CUSTOMER COMPLAINING BEHAVIOUR ON SOCIAL MEDIA AND SERVICE RECOVERY STRATEGY: A STUDY OF INTERNET SERVICE PROVIDER INDUSTRY
The development of social media has changed customer complaining behavior, and digitalization also causes the increasing need for the internet. So currently, consumers' internet service providers complain a lot on social media when unsatisfied with the services, impacting negative impression...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/57599 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |