Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context
Christian Brock; Markus Blut; Heiner Evanschitzky; Peter Kenning
| Year of publication: |
2013
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|---|---|
| Authors: | Brock, Christian ; Blut, Markus ; Evanschitzky, Heiner ; Kenning, Peter |
| Published in: |
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy. - Amsterdam : Elsevier, ISSN 0167-8116, ZDB-ID 622691-7. - Vol. 30.2013, 3, p. 319-322
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| Subject: | Complaint management | Satisfaction with complaint handling | Business-to-business | Replication | Beschwerdemanagement | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | B-to-B-Marketing | Business-to-business marketing | Lieferantenmanagement | Supplier relationship management | Beziehungsmarketing | Relationship marketing |