Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship

Forrest V. Morgeson, III, G. Tomas M. Hult, Sunil Mithas, Timothy Keiningham, and Claes Fornell

Year of publication:	2020
Authors:	Morgeson, Forrest V., III. ; Hult, G. Tomas M. ; Mithas, Sunil ; Keiningham, Timothy ; Fornell, Claes
Subject:	customer complaint behavior \| complaint recovery \| customer loyalty \| complaint management incentives \| exit-voice-loyalty theory \| customer satisfaction \| Beschwerdemanagement \| Complaint management \| Beziehungsmarketing \| Relationship marketing \| Kundenzufriedenheit \| Customer satisfaction \| Konsumentenverhalten \| Consumer behaviour \| Dienstleistungsqualität \| Service quality \| Kundenbindung \| Customer retention

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