Self-service technologies and consumer complaining behaviour : an empirical investigation


Autoria(s): Robertson, Nichola.
Data(s)

01/01/2007

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

http://hdl.handle.net/10536/DRO/DU:30027150

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