Abstract
This is a study conducted on customer satisfaction and
customer loyalty and the existence of a direct relationship
between them. Then the effect of these two variables is seen
on consumer complaint behavior. The complaint behavior is
the key measure studied here and an easy rule of the thumb is
stated that by just making complaining customers satisfied
and they would surely make a repurchase. Hence a growing
industry of telecommunication is observed in order to make
the matters more current and target the complainers who
often yield more income than others.
Waseem Irshad, Junaid Zafar, Ibrahim Anjum. (2017) Dissatisfied and loyal customers complain: A study of telecom sector, Paradigms , Vol 11, Issue 1.
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