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

• Main Authors: Lau, Pei Wen., Tan, Eunice E Yin., Tang, Weiwen.
• Other Authors: Yang, Mei Ling
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Public relations
• Online Access: http://hdl.handle.net/10356/10538
• Institution: Nanyang Technological University

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...