Description
To study customer dissatisfaction on the basis of claim management, complaint behaviour, change of supplier and the different aspects which are linked to a negative evaluation of service provision by the customer.
Keywords
complaint, negative image, change of supplier, e-WOM, word-of-mouth, complaint management, expectation management, segmentation, heterogeneity
Manager UV
- Moliner Velazquez, Beatriz
- PDI-Titular d'Universitat
Frascati classification
