Comparison of consumer complaint behaviour in the online and offline retail environment in Singapore.

• Main Authors: Chia, Xinyi., Low, Li Qi., Ong, Yan Ting.
• Other Authors: Ho, Mian Lian
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::International business::Retail
• Online Access: http://hdl.handle.net/10356/10489
• Institution: Nanyang Technological University

Although there is vast research done on defining Consumer Complaint Behaviour (CCB), the attention has been focused on it being in the offline shopping environment. The inherent features of online retailing, such as the lack of physical presence of products and the overall environment of perceived i...