search query: @indexterm COMPLAINTS / total: 83
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| Author: | Ang, L. Buttle, F. |
| Title: | Customer retention management processes: a quantitative study |
| Journal: | European Journal of Marketing
2006 : VOL. 40:1/2, p. 83-99 |
| Index terms: | customers complaints |
| Language: | eng |
| Abstract: | This study focuses on the link between customer retention performance and a number of management processes. The study is conducted using a quantitative survey of 170 Australian companies. All major standard industrial classification (SIC) codes were present among participants. The findings suggest that customer retention is significantly and positively linked with the presence of documented complaints-handling processes. |
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