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About this episode

Unpacking Customer Satisfaction: The Role of Customer Complaints Across Industries and Agencies - Panel 2, Part 1Friday, December 4, 2009Fisher Colloquium, Rafik B. Hariri BuildingGeorgetown University, Washington DCPanel 2: Complaint-Driven Issues within TelecommunicationsThis panel focused on: exit, voice & loyalty in the telecommunications industry and the effect of industry structure on customer complaints. John Mayo, Professor of Economics, Business and Public Policy, McDonough School of Business, Georgetown University and Executive Director, Georgetown CBPP Professor Mayo's slides and academic paper are available at cbpp.georgetown.edu.

• Release Date

  Jan 20, 2010

• Runtime

  21:50