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    The call to complain : antecedents to complaint behaviour (telecommunications industry). by Lim, An Qi., Ng, Shi Hui., Tan, Ming Hui.

    Published 2011
    “…The research scope was narrowed to the telecommunication industry based on the findings. As the local telecommunication market approaches saturation point, the competition between players intendify, increasing the importance of customer service and customer retention rate as the players grab market share from each other.…”
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    Final Year Project (FYP)