A Consumer Complaint Framework with Resulting Strategies : An Application to Higher Education

Introduces a framework for conceptualizing consumers′ complaints about different service attributes. Depending on where different attributes are found in the complaint intensity outcome grid, different strategies are suggested. The strategies range from a very aggressive immediate‐focus strategy to a very passive continue‐on‐present‐course strategy. Uses student complaint data to demonstrate the value of the framework.

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Year of publication:	1994
Authors:	Dolinsky, Arthur L.
Published in:	Journal of Services Marketing. - MCB UP Ltd, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 8.1994, 3, p. 27-39
Publisher:	MCB UP Ltd
Subject:	Complaints \| Customer satisfaction \| Customer service \| Higher education \| Strategy \| Students \| Universities

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876049410065598 [DOI]
Source:	Other ZBW resources

Persistent link: https://www.econbiz.de/10014905524