The influence of collectivism and individualism on consumer complaint behaviour
Dewitt, Thomas Scott
Date of Issue2000
College of Business (Nanyang Business School)
In an age of mature markets and competitive environment, many companies are investing in maintaining a loyal customer base. Customer satisfaction is increasingly becoming a key component in companies business strategies due to its potential impact on word-of-mouth, repeat-purchase behaviour, customer loyalty and firm profit.
Nanyang Technological University