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customer complaint (what to do (customer complaints channels (social media…
customer complaint
what to do
customer complaints channels
social media
phone
face-to-face
letter/e-mail
new findings
ways to handle complaints
who
Respondents:Chinese students and UK students
method
questionnaire
design 4 scenarios
typical service shorfall
late/slow service
billing errors
incorrect order
server indifference
the objective 1: to find effective complaint channels
the objective 2: how to handle complaints