Introduces a framework for conceptualizing consumers′ complaints about different service attributes. Depending on where different attributes are found in the complaint intensity outcome grid, different strategies are suggested. The strategies range from a very aggressive immediate‐focus strategy to a very passive continue‐on‐present‐course strategy. Uses student complaint data to demonstrate the value of the framework.
Dolinsky, A. (1994), "A Consumer Complaint Framework with Resulting Strategies: An Application to Higher Education", Journal of Services Marketing, Vol. 8 No. 3, pp. 27-39. https://doi.org/10.1108/08876049410065598Download as .RIS
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