The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library
Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management b...
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| Main Authors: | , , |
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| Format: | Conference paper |
| Published: |
2023
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