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

• المؤلفون الرئيسيون: Lim, An Qi., Ng, Shi Hui., Tan, Ming Hui.
• مؤلفون آخرون: Nanyang Business School
• التنسيق: Final Year Project
• اللغة: English
• منشور في: 2011
• الموضوعات: DRNTU::Business::Industries and labor
• الوصول للمادة أونلاين: http://hdl.handle.net/10356/44162
• المؤسسة: 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...