The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction

Managing Service Quality: An International Journal

Volumn 12, Issue 3, 2002, Pages 173-183

  Stauss, Bernd ^a  

^a Catholic University of Eichstaett Ingolstadt   (Germany)

Author keywords

Complaints; Customer care; Customer loyalty

Indexed keywords

EID: 84986170637     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520210429240     Document Type: Article

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