The call to complain : antecedents to complaint behaviour (telecommunications industry).

• Main Authors: Lim, An Qi., Ng, Shi Hui., Tan, Ming Hui.
• Other Authors: Nanyang Business School
• Format: Final Year Project
• Language: English
• Published: 2011
• Subjects: DRNTU::Business::Industries and labor
• Online Access: http://hdl.handle.net/10356/44162
• Institution: Nanyang Technological University

Given the benefits of appropriate complaint management, this study focuses on understanding the antecedents to consumer complaint behaviour, in order to help companies maintain their competitive advantage over competitors. A three stage reseach approach was adopted in this study, starting with a...