I want to believe they really care: how complaining customers want to be treated by frontline employees

Purpose – Using a realist perspective, this paper investigates how complaining customers want to be treated by frontline employees in personal complaint handling encounters. For this purpose, an exploratory research study using the qualitative laddering interviewing technique was regarded as appropr...

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Bibliographic Details
Main Author: Thorsten Gruber
Format: Default Article
Published: 2011
Subjects:
Other commerce, management, tourism and services not elsewhere classified
Complaint satisfaction
Employee
Complaint handling encounters
Cognitive structures
Laddering
Realism
Business and Management not elsewhere classified
Online Access:https://hdl.handle.net/2134/11915
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