Understand customer behavior and complaints

Quality Progress

Volumn 36, Issue 1, 2003, Pages 51-55

  Goodman, John ^a   Newman, Steve ^b  

^a TARP   (United States)

^b NONE

Author keywords

[No Author keywords available]

Indexed keywords

DECISION MAKING; DISTRIBUTION OF GOODS; INSTALLATION; MAINTENANCE; MARKETING; QUALITY ASSURANCE; SALES; SOCIETIES AND INSTITUTIONS;

CUSTOMER COMPLAINTS; QUALITY ASSURANCE DECISIONS;

CUSTOMER SATISFACTION;

EID: 0037241188     PISSN: 0033524X     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (6)

1. TARP was originally founded as Technical Assistance Research Programs at Harvard University in 1971 to study customer service in the public sector.
2. TARP, Consumer Complaint Handling in America: Final Repot, sponsored by th U.S. Office of Consumer Affairs, 1979.
3. TARP, "Basic Facts on Customer Complaint Behavior and the Impact of Service on the Bottom Line," Competitive Advantage (newsletter of the ASQ Service Quality Division), June 1999, pp. 1, 4.
4. Wall Street Journal, July 19, 1980.
5. TARP, Measuring the Grapevine-Consumer Response and Word of Mouth, Coca-Cola U.S.A., 1981.
6. Johan Arndt, "Role of Product Related Conversations in the Diffusions of a New Product," Journal of Marketing Research, August 1967, pp. 291-295.