An unvoiced complaint: an exploratory study of unifi complainers and non-complainers
This study was driven by the interest in marketing. It aimed to explore and better understand the responds styles of complainers, the factors affecting non-complainers to avoid complaining, and the personality traits of complainers and non-complainers. Many studies have been conducted in this area t...
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| Main Authors: | , |
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| 格式: | Article |
| 语言: | English |
| 出版: |
Diva Enterprises Pvt. Ltd.
2015
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| 主题: | |
| 在线阅读: | http://eprints.usm.my/49308/1/elmyJamilah.pdf http://eprints.usm.my/49308/ https://www.indianjournals.com/ijor.aspx?target=ijor:ijpss&volume=5&issue=9&article=008 |
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| 总结: | This study was driven by the interest in marketing. It aimed to explore and better understand the responds styles of complainers, the factors affecting non-complainers to avoid complaining, and the personality traits of complainers and non-complainers. Many studies have been conducted in this area to understand the behaviour of complainers and non-complainers. However, most of these studies were carried out in the Western countries, and only few were conducted in Malaysia. This study aimed to understand why complainers lodge complaint and non-complainers did not voice any complaint to TM. |
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