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About this episode

Unpacking Customer Satisfaction: The Role of Customer Complaints Across Industries and Agencies - Panel 2, Part 2Friday, 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.Robert Roche, Vice President of Research, Cellular Telephone Industry Association (CTIA)More information is available at cbpp.georgetown.edu.

• Release Date

  Jan 20, 2010

• Runtime

  16:18