Complaint-handling as antecedent of customer engagement: do consumer characteristics matter?
Abstract
Purpose The purpose of this paper is to assess the degree of customer engagement resulting from complaint-handling processes. The authors will also analyze the extent to which consumer demographics play a moderating role in this context. Design/methodology/approach To this end, the study analyzes the Spanish mobile phone sector based on a survey of individuals who filed a complaint and were provided with a solution by their mobile carrier. Data...
Paper Details
Title
Complaint-handling as antecedent of customer engagement: do consumer characteristics matter?
Published Date
Apr 3, 2017
Volume
35
Issue
2
Pages
277 - 295
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