Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer … treats the issue of complaints handling and management as essential for achieving customer retention and loyalty. It argues … developing a culture which is not averse to handling complaints.  …

implications – An implication is that, when managing complaints related to customer dissatisfaction, the approaches undertaken by …

adopt more harmful negative word of mouth forms of complaining. Proposes ways of managing customer complaints, for …