Post-purchase behavior: consume complaint behavior / Azmi Mat...[et al.]

• Main Authors: Mat, Azmi, Mohd Ali, Ainunnazlee, Mohamad Salleh, Mohammad Zaim, Kori, Nur Liana
• Format: Conference or Workshop Item
• Language: English
• Published: 2014
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction; Customer services. Customer relations
• Online Access: http://ir.uitm.edu.my/id/eprint/35443/1/35443.pdf; http://ir.uitm.edu.my/id/eprint/35443/

Consumer complaints are no longer viewed as a negative light to the organization performance. In general, consumer complaints can be used as a benchmark for appraisal of their service quality and an important opportunity for the companies to improve. In other words, complaints play an important indi...