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Browsing Theses and Dissertations (Consumer Science) by Type "Mini Dissertation"

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An investigation of complainants’ post-complaint responses following evaluations of retailers' complaint handling of major household appliance failures

Muller, Celecia (University of Pretoria, 2014)

Complaint handling encounters represent useful opportunities for retailers to rectify problems, salvage the relationship between the retailer and the customer, and increase customer satisfaction and customer loyalty. ...

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