IEEE - Institute of Electrical and Electronics Engineers, Inc. - Research of Customer Complaints and Service Recovery Effects

2006 International Conference on Management Science and Engineering

Author(s): Dong Pei-wu ; Huang Yan-qiu
Sponsor(s): Nat. Natural Sci. Found. of China
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 October 2006
Conference Location: Lille, France
Conference Date: 5 October 2006
Page(s): 958 - 962
ISBN (Paper): 7-5603-2355-3
DOI: 10.1109/ICMSE.2006.314008
Regular:

By the further research into service recovery, it is found that customers will do complain when they get poor services. And the most complaining behaviors have two forms, one is negative... View More

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