On the importance of complaint handling design: A multi-level analysis of the impact in specific complaint situations

Journal of the Academy of Marketing Science

Volumn 38, Issue 3, 2010, Pages 265-287

  Homburg, Christian ^a   Fürst, Andreas ^b   Koschate, Nicole ^b  

^a UNIVERSITY OF MANNHEIM   (Germany)

^b UNIVERSITY OF ERLANGEN NUREMBERG   (Germany)

Author keywords

Complaint behavior; Complaint handling; Complaint management

Indexed keywords

EID: 80054039541     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-009-0172-y     Document Type: Article

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