A critical incident approach to the examination of customer relationship management in a retail chain: An exploratory study

Qualitative Market Research: An International Journal

Volumn 6, Issue 4, 2003, Pages 248-262

  Wong, Amy ^a   Sohal, Amrik ^a  

^a MONASH UNIVERSITY   (Australia)

Author keywords

Critical incident technique; Customer relations; Focus groups; Retail service industries; Service operations

Indexed keywords

EID: 84992957693     PISSN: 13522752     EISSN: None     Source Type: Journal    
DOI: 10.1108/13522750310495337     Document Type: Article

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