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Self-service technologies and consumer complaining behaviour : an empirical investigation

Robertson, Nichola. 2007, Self-service technologies and consumer complaining behaviour : an empirical investigation, Ph.D. thesis, Deakin Business School, Deakin University.


Title Self-service technologies and consumer complaining behaviour : an empirical investigation
Author Robertson, Nichola.
Institution Deakin University
School Deakin Business School
Faculty Faculty of Business and Law
Degree name Ph.D.
Date submitted 2007
Keyword(s) Consumer complaints
Customer relations - Management
Customer services - Information technology
Electronic commerce - Customer services - Management
Summary Consumers often report dissatisfaction with technology-based services. This thesis, for the first time, examines consumer complaining behaviour with regard to these services, and identifies the factors that influence it. Complaint management strategies are recommended that benefit both organisations and consumers in this evolving service context.
Language eng
Description of original xiv, 350 leaves ; 30 cm.
Dewey Decimal Classification 658.812
Persistent URL http://hdl.handle.net/10536/DRO/DU:30027150

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Created: Thu, 01 Apr 2010, 15:54:03 EST

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