Title
The Effect of Simplifying the Complaint Process: A Field Experiment with the Better Business Bureau
Document Type
Article
Publication Date
Fall 1999
Abstract
Studies the impact of complaint handling process on complainant satisfaction. Demographic profile of respondents; Influence of third party complaint handling process on consumer perceptions of satisfaction; Factors correlated with the perceived fairness of the complaint handling process.
Recommended Citation
Hausknecht, Douglas, "The Effect of Simplifying the Complaint Process: A Field Experiment with the Better Business Bureau" (1999). Department of Marketing. 93.
https://ideaexchange.uakron.edu/marketing_ideas/93
COinS