Corporate responses to complaints : the impacts on public's purchase intentions.
Growing importance of service excellence and customer satisfaction can be attributed to the intensifying competition amongst companies. Complaint handling and service recovery have taken an increasingly important role as companies strive to gain market share and to positively affect customer repurch...
| Main Authors: | , , |
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| Other Authors: | |
| Format: | Final Year Project (FYP) |
| Published: |
2008
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| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/10538 |
| _version_ | 1826126996620443648 |
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| author | Lau, Pei Wen. Tan, Eunice E Yin. Tang, Weiwen. |
| author2 | Yang, Mei Ling |
| author_facet | Yang, Mei Ling Lau, Pei Wen. Tan, Eunice E Yin. Tang, Weiwen. |
| author_sort | Lau, Pei Wen. |
| collection | NTU |
| description | Growing importance of service excellence and customer satisfaction can be attributed to the intensifying competition amongst companies. Complaint handling and service recovery have taken an increasingly important role as companies strive to gain market share and to positively affect customer repurchase intention.
Much research has been done on the impact of service recovery on repurchase decision of customers but little has been said on the effects of corporate responses on the purchase or repurchases intention of third-party consumers. This study aims to determine if corporate responses to complaints published in the media have an impact on public’s purchase (or repurchase) intention. |
| first_indexed | 2024-10-01T07:01:33Z |
| format | Final Year Project (FYP) |
| id | ntu-10356/10538 |
| institution | Nanyang Technological University |
| last_indexed | 2024-10-01T07:01:33Z |
| publishDate | 2008 |
| record_format | dspace |
| spelling | ntu-10356/105382023-05-19T03:30:05Z Corporate responses to complaints : the impacts on public's purchase intentions. Lau, Pei Wen. Tan, Eunice E Yin. Tang, Weiwen. Yang, Mei Ling Nanyang Business School DRNTU::Business::Public relations Growing importance of service excellence and customer satisfaction can be attributed to the intensifying competition amongst companies. Complaint handling and service recovery have taken an increasingly important role as companies strive to gain market share and to positively affect customer repurchase intention. Much research has been done on the impact of service recovery on repurchase decision of customers but little has been said on the effects of corporate responses on the purchase or repurchases intention of third-party consumers. This study aims to determine if corporate responses to complaints published in the media have an impact on public’s purchase (or repurchase) intention. 2008-09-24T07:44:43Z 2008-09-24T07:44:43Z 2008 2008 Final Year Project (FYP) http://hdl.handle.net/10356/10538 Nanyang Technological University application/pdf |
| spellingShingle | DRNTU::Business::Public relations Lau, Pei Wen. Tan, Eunice E Yin. Tang, Weiwen. Corporate responses to complaints : the impacts on public's purchase intentions. |
| title | Corporate responses to complaints : the impacts on public's purchase intentions. |
| title_full | Corporate responses to complaints : the impacts on public's purchase intentions. |
| title_fullStr | Corporate responses to complaints : the impacts on public's purchase intentions. |
| title_full_unstemmed | Corporate responses to complaints : the impacts on public's purchase intentions. |
| title_short | Corporate responses to complaints : the impacts on public's purchase intentions. |
| title_sort | corporate responses to complaints the impacts on public s purchase intentions |
| topic | DRNTU::Business::Public relations |
| url | http://hdl.handle.net/10356/10538 |
| work_keys_str_mv | AT laupeiwen corporateresponsestocomplaintstheimpactsonpublicspurchaseintentions AT taneuniceeyin corporateresponsestocomplaintstheimpactsonpublicspurchaseintentions AT tangweiwen corporateresponsestocomplaintstheimpactsonpublicspurchaseintentions |