An unvoiced complaint: an exploratory study of unifi complainers and non-complainers

Fairuz, Azmi Elmy and Ahmad, Jamilah (2015) An unvoiced complaint: an exploratory study of unifi complainers and non-complainers. International Journal of Physical and Social Sciences, 5 (9). pp. 81-99. ISSN 2249-5894

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Abstract

This study was driven by the interest in marketing. It aimed to explore and better understand the responds styles of complainers, the factors affecting non-complainers to avoid complaining, and the personality traits of complainers and non-complainers. Many studies have been conducted in this area to understand the behaviour of complainers and non-complainers. However, most of these studies were carried out in the Western countries, and only few were conducted in Malaysia. This study aimed to understand why complainers lodge complaint and non-complainers did not voice any complaint to TM.

Item Type: Article
Subjects: P Language and Literature > P Philology. Linguistics > P87-96 Communication. Mass media
Divisions: Pusat Pengajian Komunikasi (School of Communication) > Article
Zoom Profil Pakar (Expert Profile) > Jamilah Ahmad (Communication)
Depositing User: Administrator Automasi
Date Deposited: 17 Jun 2021 02:09
Last Modified: 17 Jun 2021 02:09
URI: http://eprints.usm.my/id/eprint/49308

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