search query: @author Swan, J. E. / total: 14
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| Author: | Hansen, S. W. Swan, J. E. Powers, T. L. |
| Title: | Encouraging friendly complaint behavior in industrial markets. Preventing a loss of customers and reputation |
| Journal: | Industrial Marketing Management
1996 : JUL, VOL. 25:4, p. 271-281 |
| Index terms: | |
| Freeterms: | KUNDE, KUNDENDIENST, PUBLIC RELATIONS, INDUSTRIEBETRIEBE |
| Language: | eng |
| Abstract: | This study reviews the literature on dissatisfaction response styles and supplier relationships that result in different dissatisfaction response styles. The study finds support for a theoretical framework that shows how an industrial marketer can better manage vendor relations in order to become complaint friendly. |
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