Complaint management expectations: An online laddering analysis of small versus large firms

Industrial Marketing Management

Volumn 38, Issue 6, 2009, Pages 584-598

  Henneberg, Stephan C ^a   Gruber, Thorsten ^a   Reppel, Alexander ^b   Ashnai, Bahar ^a   Naudé, Peter ^a  

^a UNIVERSITY OF MANCHESTER   (United Kingdom)

^b UNIVERSITY OF LONDON   (United Kingdom)

Author keywords

Business to business; Complaint management; Laddering; Means end approach; Supplier relationships

Indexed keywords

EID: 68249085060     PISSN: 00198501     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.indmarman.2009.05.008     Document Type: Article

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