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Other Papers on :Consumer Behaviour

P/M/482. Customer complaint behaviour in Britain and China: comparative analysis

(2005, 5000 words)

The paper compares customer complaint behaviour in Britain and China offering a review of literature on service quality (SERVQUAL) models, customer behaviour, global and regional aspects of customer satisfaction, Hofstedes cultural dimensions, etc. Research methods include primary data collection (questionnaires), sampling, statistical tests, pilot tests, etc. The implications of the findings are discussed providing the ground for recommendations in customer retention.
 
   
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