Customer frustration incident and frustration behavior for priority plus program at Concorde Hotel Shah Alam / Siti Daleela Mohd Wahid

• Main Author: Mohd Wahid, Siti Daleela
• Format: Student Project
• Language: English
• Published: Faculty of Business and Management 2006
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Customer services. Customer relations
• Online Access: http://ir.uitm.edu.my/id/eprint/22456/1/PPb_SITI%20DALEELA%20MOHD%20WAHlD%20M%20BM%2006_5.pdf; http://ir.uitm.edu.my/id/eprint/22456/

The goal of the study is to reconfirm the "coffee talk" among the staff about this program. The staffs wonder whether this program needs to uphold or not in the future. The study interested to examine the negative effect of loyalty programs from the perspective of frustration theory. It se...