search query: @indexterm complaints / total: 83
references: 56-65 / 83
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56.
The case of the complaining customer (!Presto Cleaner)
Harvard Business Review
1990 : MAY-JUN, VOL. 68:3, p. 9-13, 16, 20-21, 24-25
 1990 Finkelman, D.
Goland, T.
57.
Beschwerdepolitik als Instrument des Dienstleistungsmarketings (Complaints as a tool of the marketing of services)
Jahrbuch der Absatz- und Verbrauchsforschung
1989 : VOL. 35:1, p. 41-62
 1989 Stauss, B.
58.
Determinants of grievance activity and the grievance system's impact on employee behaviour: an interactive perspective
Academy of Management Review
1989 : JUL, VOL. 14:3, p. 445-458
 1989 Klaas, B. S.
59.
Consumer complaint intentions and behavior : definitional and taxonomical issues.
Journal of Marketing
1988 : JAN, VOL. 52:1, p. 93-107
 1988 Singh, J.
60.
Product/cunsumption-based affective responses and postpurchase processes.
Journal of Marketing Research
1987 : AUG, VOL. 24:3, p. 258-270
 1987 Westbrook, R. A.
61.
Defensive marketing strategy by customer complaint management.
Journal of Marketing Research
1987 : NOV, VOL. 24:4, p. 337-346
 1987 Fornell, C.
Wernerfelt, B.
62.
The banking ombudsman - II.
Journal of Business Law
1987 : MAY, p. 199-210
 1987 Morris, P. E.
63.
The banking ombudsman - 1.
Journal of Business Law
1987 : MAR, p. 131-136
 1987 Morris, P. E.
64.
Tactical use of the union's duty of fair representation : an empirical analysis.
Industrial and Labor Relations Review
1987 : JAN, VOL. 40:2, p. 180-194
 1987 Knight, T. R.
65.
The effects of grievance activity on productivity.
Industrial and Labor Relations Review
1986 : OCT, VOL. 40:1, p. 75-89
 1986 Ichniowski, C.
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