Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

Purpose – This paper focuses on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters. Following a literature review of complaint satisfaction and the role of customer contact employees in complaint encou...

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Bibliographic Details

Main Authors:	Thorsten Gruber, Alexander E. Reppel, Isabelle Szmigin, Roediger Voss
Format:	Default Article
Published:	2008
Subjects:	Other commerce, management, tourism and services not elsewhere classified Complaint satisfaction Laddering technique Kano model Service interactions Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/11927
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