Malaysian telecommunication customer voice retaliation from dissatisfied service experience: The mediating effect of negative emotion / Nor Irvoni Mohd Ishar
Understanding customer complaining behaviour is imperative in the current economic condition as it could serve as a signal to the deteriorating performance of any organisation. It is much more crucial for service organisation because customers tend to move from one organisation to another when dissa...
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| Format: | Book Section |
| Language: | English |
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Institute of Graduate Studies, UiTM
2018
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| Online Access: | http://ir.uitm.edu.my/id/eprint/22119/ http://ir.uitm.edu.my/id/eprint/22119/1/ABS_NOR%20IRVONI%20MOHD%20ISHAR%20TDRA%20VOL%2014%20IGS%2018.pdf |