Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar

• Main Author: Mohd Ishar, Nor Irvoni
• Format: Book Section
• Language: English
• Published: Institute of Graduate Studies, UiTM 2018
• Subjects: Employee motivation; Performance standards
• Online Access: http://ir.uitm.edu.my/id/eprint/22119/1/ABS_NOR%20IRVONI%20MOHD%20ISHAR%20TDRA%20VOL%2014%20IGS%2018.pdf; http://ir.uitm.edu.my/id/eprint/22119/
• Institution: Universiti Teknologi Mara

Understanding customer complaining behaviour is imperative in the current economic condition as it could serve as a signal to the deteriorating performance of any organisation. It is much more crucial for service organisation because customers tend to move from one organisation to another when dissa...