Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction

Purpose – This paper focuses on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters. Following a literature review of complaint satisfaction and the role of customer contact employees in complaint encou...

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Bibliographic Details
Main Authors: Thorsten Gruber, Alexander E. Reppel, Isabelle Szmigin, Roediger Voss
Format: Default Article
Published: 2008
Subjects:
Other commerce, management, tourism and services not elsewhere classified
Complaint satisfaction
Laddering technique
Kano model
Service interactions
Business and Management not elsewhere classified
Online Access:https://hdl.handle.net/2134/11927
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https://hdl.handle.net/2134/11927

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