Surviving in the Age of Rage - Learning to manage angry customers is a crucial part of today's service landscape.
| Year of publication: |
2004
|
|---|---|
| Authors: | Grove, Stephen J. ; Fisk, Raymond P. ; John, Joby |
| Published in: |
Marketing management : a quarterly business management publication of the American Marketing Association. - Chicago, Ill : AMA, ISSN 1061-3846, ZDB-ID 12018028. - Vol. 13.2004, 2, p. 41-47
|