A System for Estimating Complaints, Complaint Resolution and Subsequent Purchases of Professional and Personal Services
Abstract
A block recursive system of equations is estimated to predict three components of the public complaint process: number of complaints, complaint resolution, and subsequent demand. Results of structural equation estimation indicate that economic variables, time restraints, and several taste and productivity shifters influence a consumer at each of the stages of the complaint process. Furthermore, given robust results, simultaneous modelling of complaints and complaint resolution appears justified.
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