Complaint management profitability: What do complaint managers know?

Managing Service Quality: An International Journal

Volumn 14, Issue , 2004, Pages 147-156

  Stauss, Bernd ^a   Schoeler, Andreas ^a  

^a CATHOLIC UNIVERSITY OF EICHSTÄTT INGOLSTADT   (Germany)

Author keywords

Case studies; Complaints; Cost benefit analysis; Customer relations; Customer retention; Germany

Indexed keywords

EID: 84993026075     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520410528572     Document Type: Article

References (12)

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