Australia maintains a complicated system for Alternative Dispute Resolution (ADR) of consumer disputes, due in part to jurisdiction over consumer affairs being shared between federal and state governments. This has allowed some experimentation involving diverse forms of consumer ADR. Some of these ...
Janet McColl-Kennedy is Professor of Marketing in the UQ Business School, The University of Queensland, Brisbane Australia. She is recognized internationally as a leading researcher in Service Science. Her research interests include customer experience, service recovery, customer complaining behavior, custo...
This manuscript is based on a project commissioned by the Australian Government Department of Social Services (previously the Australian Department of Families, Housing, Community Services and Indigenous Affairs). The project also involved approval and contributions from the Queensland Government and the Qu...
Editor information Editors and Affiliations Queensland University of Technology, Brisbane, QLD, Australia Henk Huijser University of Southern Queensland Learning, Teaching & Quality, Toowoomba, QLD, Australia Megan Kek University of Southern Queensland, Toowoomba, QLD, Australia Fernando F. Padró ...