Handling customer complaints effectively: a comparison of the value maps of female and male complainants

Purpose – This paper explores the nature of complaint satisfaction with particular emphasis on the qualities and behaviors that male and female customers value during personal complaint handling service encounters. Design/Methodology/Approach – A semi-standardized qualitative technique called ladder...

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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 Complaint handling encounters Cognitive structures Gender differences Laddering Means-end approach Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/11932
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