The desired qualities of customer contact employees in complaint handling encounters

This paper explores the nature of complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during the personal complaint handling encounter. The paper reviews the literature on complaint satisfaction and the role of the contact employee in the complaint...

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Bibliographic Details
Main Authors: Thorsten Gruber, Isabelle Szmigin, Roediger Voss
Format: Default Article
Published: 2006
Subjects:
Other commerce, management, tourism and services not elsewhere classified
Means-end
Laddering
Desire expectations
Complaint satisfaction
Customer contact employees
Business and Management not elsewhere classified
Online Access:https://hdl.handle.net/2134/11920
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