When Customers Complain Illegitimately

Viac o knihe

Focusing on the rise of illegitimate customer complaints, this thesis explores recent literature and offers valuable insights for managers facing this growing issue across various industries. It highlights the challenges companies encounter when customers voice complaints without a legitimate basis. Despite the prevalence of such complaints, the thesis notes a lack of scientifically backed best practices for addressing them, aiming to fill this gap with informed recommendations for effective management strategies.