Proceedings of the ASEAN Entrepreneurship Conference 2014 2015
DOI: 10.1007/978-981-10-0036-2_7
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Determining the Educational Background Differences in Complaint Behavior Among Automobile Repairs and Service Consumers in Shah Alam, Malaysia

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“…Notwithstanding abundance of literature on CCB using various behavioural constructs in diverse situations (Broadbridge & Marshall, 1995;Kim, Im, & Shin, 2003;Kruger & Mostert, 2014;Nimako, 2014), and some evidence in the Malaysian context (Malhotra, Oly-Ndubisi, & Agarwal, 2008;Mat, Said, Bakar, Munir, & Kori, 2014;Ndubisi & Tam, 2007), there is no mentioning of complaint behaviour by generations. Past studies have briefly shown the older generation tends to complain less than the younger groups who are likely to take some form of action to express their dissatisfaction (Mahayudin, Haron, & Chan, 2010;Ngai, Heung, & Chan, 2007).…”
Section: Consumer Complaint Behaviour By Generationsmentioning
confidence: 99%
“…Notwithstanding abundance of literature on CCB using various behavioural constructs in diverse situations (Broadbridge & Marshall, 1995;Kim, Im, & Shin, 2003;Kruger & Mostert, 2014;Nimako, 2014), and some evidence in the Malaysian context (Malhotra, Oly-Ndubisi, & Agarwal, 2008;Mat, Said, Bakar, Munir, & Kori, 2014;Ndubisi & Tam, 2007), there is no mentioning of complaint behaviour by generations. Past studies have briefly shown the older generation tends to complain less than the younger groups who are likely to take some form of action to express their dissatisfaction (Mahayudin, Haron, & Chan, 2010;Ngai, Heung, & Chan, 2007).…”
Section: Consumer Complaint Behaviour By Generationsmentioning
confidence: 99%