The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

The Influence of Psychographic Variables on the Theory of Exit, Voice, and Loyalty of Customer Complaints Behaviour in Banks

This paper analyses Customer Complaints Behaviour (CCB) using psychographic factors and the Theory of Exit, Voice and Loyalty. Prior studies on the continent of Africa have explored customer dissatisfaction, service failure, complaints handling and complaint attitudes, but not in association with...

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Bibliographic Details
Main Authors: Preko Alexander, Agbanu Kwami Samuel
Format: Article
Language:English
Published: Tomas Bata University in Zlín 2015-12-01
Series:Journal of Competitiveness
Subjects:
Complaints
Behaviour
Attitude
Exit
Voice
Loyalty
Psychographics Factors
Online Access:http://www.cjournal.cz/files/205.pdf

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