Sökning: "post-complaint satisfaction"

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1. 1. Communication in Complaint Handling

   Master-uppsats, IT-universitetet i Göteborg/Tillämpad informationsteknologi

   Författare :Kim Dao Jonsson; [2013-09-20]
   Nyckelord :Swedish Telecom; complaint handling; post-complaint satisfaction; negative emotions; behavioural intentions; perceived justice;

   Sammanfattning : Due to the importance of understanding what circumstances make customer complaint handling successful and how to achieve an effective result; this thesis aims to study the communication failure in the responses given by Swedish telecom companies’ customer service to consumer complaints, and post-complaint consumers’ reactions to those complaint responses through emotions and behavioural intentions. Since previous research about complaint management did not put much focus on communication role as well as on post-complaint consumers’ responses to organizational complaint handling, this study, based on the analysis of authentic customers’ complaint experience with Swedish telecom, incorporates the interactional dimension into the existing models of cognitive and affective antecedents of satisfaction with complaint handling. LÄS MER