A Voice From the Silent Masses: An Exploratory and Comparative Analysis of Noncomplainers
Journal of the Academy of Marketing Science
Published online on October 01, 2006
Abstract
Journal of the Academy of Marketing Science, Volume 34, Issue 4, Page 514-527, October 2006.
This study used a critical incident survey with both qualitative and quantitative sections to investigate noncomplainers. Noncomplainers are customers who experience service failures but do not voice complaints. The qualitative study (n = 149) explored ...
This study used a critical incident survey with both qualitative and quantitative sections to investigate noncomplainers. Noncomplainers are customers who experience service failures but do not voice complaints. The qualitative study (n = 149) explored ...