Customer Relationship Management in Public Transportation: A Comparative Analysis

Customer Relationship Management in Public Transportation: A Comparative Analysis

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Customer complaint behaviour is an unlikely predictable sequence of actions and reactions a person goes through in case of a service failure. Yet a number of studies have raised the issue on the pattern of customer complaint behaviour and have even revealed some regularities on this matter. This art...

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Bibliographic Details
Main Authors: Andrey S. Mikhaylov, Anna A. Mikhaylova
Format: Article
Language:English
Published: EconJournals 2016-06-01
Series:International Review of Management and Marketing
Subjects:
service management
public transportation
service quality
customer complaint behaviour
behaviour pattern
Online Access:https://dergipark.org.tr/tr/pub/irmm/issue/32099/355554?publisher=http-www-cag-edu-tr-ilhan-ozturk

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