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dc.contributor.authorLim, An Qi.
dc.contributor.authorNg, Shi Hui.
dc.contributor.authorTan, Ming Hui.
dc.description.abstractGiven the benefits of appropriate complaint management, this study focuses on understanding the antecedents to consumer complaint behaviour, in order to help companies maintain their competitive advantage over competitors. A three stage reseach approach was adopted in this study, starting with a literature review on consumer complaint behaviour and its antecedents, which was followed by three focus group interviews on three different industries selected based on their relative importance to the Singapore market. The research scope was narrowed to the telecommunication industry based on the findings. As the local telecommunication market approaches saturation point, the competition between players intendify, increasing the importance of customer service and customer retention rate as the players grab market share from each other.en_US
dc.format.extent64 p.en_US
dc.rightsNanyang Technological University
dc.subjectDRNTU::Business::Industries and laboren_US
dc.titleThe call to complain : antecedents to complaint behaviour (telecommunications industry).en_US
dc.typeFinal Year Project (FYP)en_US
dc.contributor.schoolCollege of Business (Nanyang Business School)en_US
dc.contributor.supervisor2Dixon Ho Hillbunen_US
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Appears in Collections:NBS Student Reports (FYP/IA/PA/PI)
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