Browsing by Subject "attitude towards complaining"

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Attitude towards, and likelihood of, complaining in the banking, domestic airline and restaurant industries

Petzer, D.J.; Mostert, P.G. (Unisa Press, 2012)

It is imperative that service organisations implement effective service recovery strategies when customers experience a service failure, since unresolved service failures can result in customers spreading negative word-of-mouth ...
The influence of relationship intention on cell phone users’ attitudes towards complaining and complaint behaviour

Kruger, L.; Mostert, P.G. (UNISA, 2014)

In any service environment, there is a strong possibility that customers' expectations and the actual service delivery are not in unison. When service failures do occur, customers' attitudes towards complaining directly ...