Mediating effect of SATCOM on the relationship between consumer complaint behaviour and relationship quality

Mediating effect of SATCOM on the relationship between consumer complaint behaviour and relationship quality

In the study, consumer complaint behaviour (CCB) was represented by Public Complaint Soft Action (PCSA) and Public Complaint Extreme Action (PCEA) as the independent variable, SATCOM the mediating variable and relationship quality the dependent variable. A total of 285 mobile phone users consisting...

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Bibliographic Details
Main Authors: Haron, SA (Author), Jaafar, N (Author), Osman, S (Author), Paim, L (Author), Rahman, MKA (Author)
Format: Article
Language:English
Published: 2017
Subjects:
COMMITMENT
Consumer complaint behaviour
CUSTOMER SATISFACTION
EXPERIENCE
INTENTIONS
JOB-SATISFACTION
JUSTICE
PERCEPTIONS
Relationship quality
RESPONSES
Satisfaction with complaint handling
SERVICE QUALITY
TRAITS
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