What unhappy customers want

MIT Sloan Management Review

Volumn 55, Issue 3, 2014, Pages 31-35

  Grainer, Marc ^a   Noble, Charles H ^b   Bitner, Mary Jo ^c   Broetzmann, Scott M ^a  

^a Customer Care Measurement and Consulting   (United States)

^b UNIVERSITY OF TENNESSEE   (United States)

^c ARIZONA STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84897987872     PISSN: 15329194     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (3)

1. "Consumer Complaint Handling in America: Final Report, U.S. Office of Consumer Affairs, 1979," Contract HEW-OS-74-292, NTIS PB 80 - 176316, Washington, D.C., 1980;
2. and M. Grainer, K. McEvoy and D. King, "Consumer Problems and Complaints: A National View," in "Advances in Consumer Research," Volume 6, ed. W. Wilkie (Ann Arbor, Michigan: Association for Consumer Research, 1979), 494-500.
3. M. Grainer, "Will We Ever Learn?: The Sad State of Customer Care in America, Highlights from the 2013 Customer Rage Study," working paper, Customer Care Measurement & Consulting, Alexandria, Virginia, November 2013.