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Consumer evaluation of complaint handling in the Dutch health insurance market
BACKGROUND: How companies deal with complaints is a particularly challenging aspect in managing the quality of their service. In this study we test the direct and relative effects of service quality dimensions on consumer complaint satisfaction evaluations and trust in a company in the Dutch health...
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| Main Authors: | , , |
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| Format: | Artigo |
| Sprog: | Inglês |
| Udgivet: |
BioMed Central
2011
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| Fag: | |
| Online adgang: | https://ncbi.nlm.nih.gov/pmc/articles/PMC3250957/ https://ncbi.nlm.nih.gov/pubmed/22085762 https://ncbi.nlm.nih.govhttp://dx.doi.org/10.1186/1472-6963-11-310 |
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