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

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...