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Author:Harris, L. C.
Ogbonna, E.
Title:Hiding customer complaints: studying the motivations and forms of service employees' complaint concealment behaviours
Journal:British Journal of Management
2010 : JUN, VOL. 21:2 p. 262-279
Index terms:consumers
complaints
service industries
employees
interviewing
executives
supervisors
supermarkets
data analysis
motivation
Language:eng
Abstract:This study investigates both how and why customer service employees hide the complaints made by customers. Employing an exploratory qualitative approach, data were collected through the in-depth interviewing of managers, supervisors and front-line employees of UK general retailers and supermarkets. Analysis indicates that the concealment of customer complaints by store employees of all levels is common. The motives for complaint concealment are different between managerial/supervisory and front-line employees and included several reasons.
SCIMA record nr: 275870
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