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Complaint management and marketing performance
Fornell, Claes - 1980
Persistent link: https://www.econbiz.de/10002158664
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Defensive marketing strategy by customer complaint management : a theoret. analysis
Fornell, Claes - In: Journal of marketing research : JMR 24 (1987) 4, pp. 337-346
Persistent link: https://www.econbiz.de/10001036476
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Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.; Hult, G. Tomas M.; Mithas, Sunil - In: Journal of marketing 84 (2020) 5, pp. 79-99
Persistent link: https://www.econbiz.de/10012271494