JOURNAL ARTICLE | International Journal of Service Industry Management | 14 | May 2003
Customer Complaining Behaviour in Technology-based Service Encounters
Compares complaining behaviour in traditional and technology-based service encounters. Drawing on 160 negative critical incidents within Finnish retail banking, shows that, contradictory to common predictions, there are no significant differences in the complaining rates between the two types of service encounters.Attributes this finding to the high reliance of traditional complaining methods in both types of service encounters. Finds, however, that complaints about technology-based service encounters have significantly ...