Purpose – The purpose of this paper is to focus on complaint satisfaction with a particular emphasis on the qualities and behaviours that affect customers during personal complaint handling encounters. Design/methodology/approach – Following a literature review of complaint satisfaction and...

Purpose – This paper aims to investigate how students perceive the services they are offered at a German university and how satisfied they are with them. Design/methodology/approach – An evaluation study using a new tool to measure 15 dimensions of student satisfaction at an institutional...

Purpose – The purpose of this paper is to explore the nature of complaint satisfaction, specifically to examine how contact employees should behave and which qualities they should possess. The study also aims to explore the comparability of results obtained from two laddering methods, as the...