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| Tekijä: | Harris, L. C. Ogbonna, E. |
| Otsikko: | Hiding customer complaints: studying the motivations and forms of service employees' complaint concealment behaviours |
| Lehti: | British Journal of Management
2010 : JUN, VOL. 21:2 p. 262-279 |
| Asiasana: | consumers complaints service industries employees interviewing executives supervisors supermarkets data analysis motivation |
| Kieli: | eng |
| Tiivistelmä: | 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. |
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