Excuse you? A research study on the effectiveness of deterrence tactics to reduce illegitimate complaining

dc.contributor.advisorJoosten, H.
dc.contributor.authorHeumen, Sanne van
dc.date.issued2022-06-29
dc.description.abstractHow could organizations prevent or reduce the greedy customer type of illegitimate complaining? In order to answer this question, an online, scenario-based, between-subjects experiment was executed. Current study made a first attempt to find evidence regarding the phenomena of illegitimate complaining, in order to possibly support propositions made by Joosten (2022) and Dootson et al., (2018). Since illegitimate complaints are often justified with neutralization techniques, it was proposed that firms could use deterrence tactics in order to deter these techniques. Therefore, this research examined whether a match between a neutralization technique used by the greedy customer and deterrence tactic was effective regarding the level of cognitive dissonance and intention to complain of the customer.en_US
dc.identifier.urihttps://theses.ubn.ru.nl/handle/123456789/13978
dc.language.isoenen_US
dc.thesis.facultyFaculteit der Managementwetenschappenen_US
dc.thesis.specialisationMarketingen_US
dc.thesis.studyprogrammeMaster Business Administrationen_US
dc.thesis.typeMasteren_US
dc.titleExcuse you? A research study on the effectiveness of deterrence tactics to reduce illegitimate complainingen_US
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