Hiba Koussaifi
Biographic Data
| ID | 9493141 |
|---|---|
| NAME | Hiba Koussaifi |
| GIVEN NAMES | Hiba |
| FAMILY NAME | Koussaifi |
| SIGNATURE | KOUSSAIFI H |
| AFFILIATIONS | Northumbria University |
| VERIFIED | No |
| TOTAL WORKS | 1 |
| TOTAL CITATIONS | 0 |
| WORKS AS AUTHOR | 1 |
| WORKS AS EDITOR | 0 |
| FIRST PUBLICATION YEAR | 2020 |
| LATEST PUBLICATION YEAR | 2020 |
| H-INDEX | 0 |
Customer complaint journey mapping
Purpose This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors. Design/methodology/approach Research participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faith…
No prominent works on this page.
Customer complaint journey mapping
Purpose This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors. Design/methodology/approach Research participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faith…
Business (1 work) · Cognitive psychology (1 work) · Complaint (1 work) · Computer Science (1 work) · Consumer Behavior in Brand Consumption and Identification (1 work) · Consumer Retail Behavior Studies (1 work) · Critical Incident Technique (1 work) · Customer Service Quality and Loyalty (1 work) · Dyad (1 work) · Knowledge management (1 work)