Managing complaints to improve customer profitability
Jesus Cambra-Fierro; Iguacel Melero; F. Javier Sese
| Year of publication: |
2015
|
|---|---|
| Authors: | Cambra-Fierro, Jesus ; Melero, Iguacel ; Sesé, F. Javier |
| Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 410802-4. - Vol. 91.2015, 1, p. 109-124
|
| Subject: | Customer profitability | Service failure | Complaint handling | Contingency framework | Congruence approach | Latent class modeling | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenwert | Customer value | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
| 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/10010500745