Self-service technologies and consumer complaining behaviour : an empirical investigation
Data(s) |
01/01/2007
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Resumo |
Consumers often report dissatisfaction with technology-based services. This thesis, for the first time, examines consumer complaining behaviour with regard to these services, and identifies the factors that influence it. Complaint management strategies are recommended that benefit both organisations and consumers in this evolving service context. |
Identificador | |
Idioma(s) |
eng |
Publicador |
Deakin University, Faculty of Business and Law, Deakin Business School |
Palavras-Chave | #Consumer complaints #Customer relations - Management #Customer services - Information technology #Electronic commerce - Customer services - Management |
Tipo |
Thesis |