Customer complaints and recovery effectiveness : a customer base approach
George Knox & Rutger van Oest
| Year of publication: |
2014
|
|---|---|
| Authors: | Knox, George ; Oest, Rutger van |
| Published in: |
Journal of marketing. - Thousand Oaks, CA : Sage Publishing, ISSN 0022-2429, ZDB-ID 218318-3. - Vol. 78.2014, 5, p. 42-57
|
| Subject: | complaints | complaint management | churn | failure | recovery | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010419906