Comparing restaurant service failure and recovery between online and offline complaint channels
Customer complaint behavior has been an important issue to both consumer researchers and marketers. Foodservice organizations have developed a number of channels to facilitate customer complaint solicitation. These channels range from the conventional means such as phone, fax, and face-to-face to th...
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| Format: | Thesis |
| Language: | English |
| Published: |
2013
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| Online Access: | http://psasir.upm.edu.my/id/eprint/41283/1/FSTM%202013%204%20ir.pdf |
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