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Ferguson, Graham; Phau, Ian – Journal of International Education in Business, 2012
Purpose: The purpose of this paper is to investigate how students from Australia, Indonesia and Malaysia differ in their propensity to complain and attitudes to complaining. Design/methodology/approach: A self-administered questionnaire was designed using established scales to assess respondent reactions to a service failure by a university. The…
Descriptors: Student Recruitment, Student Attitudes, Negative Attitudes, Foreign Countries