Handling customer complaints effectively: A comparison of the value maps of female and male complainants

Managing Service Quality: An International Journal

Volumn 19, Issue 6, 2009, Pages 636-656

  Gruber, Thorsten ^a   Szmigin, Isabelle ^b   Voss, Roediger ^c  

^a UNIVERSITY OF MANCHESTER   (United Kingdom)

^b UNIVERSITY OF BIRMINGHAM   (United Kingdom)

^c ZURICH UNIVERSITY OF APPLIED SCIENCES   (Switzerland)

Author keywords

Complaints; Customer satisfaction; Customers; Gender

Indexed keywords

EID: 72049088846     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520911005044     Document Type: Article

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