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Post Purchase Consumer Complaint Behavior : An Experience with Indian Hotel Industry

Year 2010
Volume/Issue/Review Month Vol. - 3 | Issue 2 | July
Title Post Purchase Consumer Complaint Behavior : An Experience with Indian Hotel Industry
Authors Swagatika Panda
Broad area Post Purchase Consumer Complaint Behavior
Abstract
Consumer complaint behavior is an emerging area of consumer
behavior. As it is evident that, if complaints are handled properly the
consumer becomes an advocate of the business. This research paper
tries to identify whether there is a significant difference in consumer’s
post purchase response among three different categories of hotels
(economy, service oriented, and luxury) with regard to the different
dimensions of service evaluation. After the consumers post purchase
dissatisfaction, they take any action or not has been also tried to identify
for the three categories of hotels.
Description Our country is growing at a very rapid pace. The state of job opportunities, salaries etc. is improving rapidly. Simply put the county is changing every day for the better. 26% of the population lives in the cities or in urban India. The remaining 74% liv
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