Discovering the "customer annoyance iceberg" through evidence controlling

Service Business

Volumn 2, Issue 1, 2008, Pages 33-45

  Stauss, Bernd ^a   Seidel, Wolfgang ^b  

^a CATHOLIC UNIVERSITY OF EICHSTÄTT INGOLSTADT   (Germany)

^b Servmark Consulting   (Germany)

Author keywords

Complaining behavior; Complaint management; Customer annoyance; Customer dissatisfaction; Service controlling

Indexed keywords

EID: 38349143430     PISSN: 18628516     EISSN: 18628508     Source Type: Journal    
DOI: 10.1007/s11628-006-0019-2     Document Type: Article

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