Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters

Purpose – The paper explores the nature of complaint satisfaction. It examines how contact employees should behave and which qualities they should possess. The study also aims to explore the comparability of results obtained from two laddering methods as the alternative techniques may lead to differ...

Full description

Bibliographic Details

Main Authors:	Thorsten Gruber, Isabelle Szmigin, Roediger Voss
Format:	Default Article
Published:	2009
Subjects:	Other commerce, management, tourism and services not elsewhere classified Complaint satisfaction Means-end approach Laddering technique Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/11921
Tags:	Add Tag No Tags, Be the first to tag this record!