Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Nader H. Shooshtari, Simona Stan, and Shawn F. Clouse
| Year of publication: |
July-September 2018
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| Authors: | Shooshtari, Nader H. ; Stan, Simona ; Clouse, Shawn F. |
| Published in: |
Services marketing quarterly. - New York, NY : Haworth Press, ISSN 1533-2969, ZDB-ID 2050792-6. - Vol. 39.2018, 3, p. 225-239
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| Subject: | Customer complaint handling | customer satisfaction | customer service policies | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Einzelhandel | Retail trade | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/15332969.2018.1472982 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011940195