Corporate responses to complaints : the impacts on public's purchase intentions.

• المؤلفون الرئيسيون: Lau, Pei Wen., Tan, Eunice E Yin., Tang, Weiwen.
• مؤلفون آخرون: Yang, Mei Ling
• التنسيق: Final Year Project
• منشور في: 2008
• الموضوعات: DRNTU::Business::Public relations
• الوصول للمادة أونلاين: http://hdl.handle.net/10356/10538

Growing importance of service excellence and customer satisfaction can be attributed to the intensifying competition amongst companies. Complaint handling and service recovery have taken an increasingly important role as companies strive to gain market share and to positively affect customer repurch...