Understanding the role of complaint handling on consumer loyalty in service relationships

Journal of Relationship Marketing

Volumn 7, Issue 4, 2008, Pages 359-376

  Rothenberger, Sandra ^a   Grewal, Dhruv ^b   Iyer, Gopalkrishnan R ^c  

^a INNSBRUCK UNIVERSITY SCHOOL OF MANAGEMENT   (Austria)

^b BABSON COLLEGE   (United States)

^c FLORIDA ATLANTIC UNIVERSITY   (United States)

Author keywords

Complaint handling; Complaint management; Customer loyalty; Satisfaction with services

Indexed keywords

EID: 67649226427     PISSN: 15332667     EISSN: 15332675     Source Type: Journal    
DOI: 10.1080/15332660802516029     Document Type: Article

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