haku: @indexterm complaints / yhteensä: 83
viitteet: 4-13 / 83
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4.
Hiding customer complaints: studying the motivations and forms of service employees' complaint concealment behaviours
British Journal of Management
2010 : JUN, VOL. 21:2 p. 262-279
 2010 Harris, L. C.
Ogbonna, E.
5.
What makes customers discontent with service providers? An empirical analysis of complaint handling in information and communication technology services
Journal of Business Ethics
2010 : FEB, VOL. 91:SUPPL. 1, p. 73-110
 2010 Chan, H.C.Y.
Ngai, E.W.T.
6.
The effects of situational and personal characteristics on consumer complaint behavior in restaurant services
Journal of Travel & Tourism Marketing
2010 : JAN/FEB, VOL. 27:1, p. 96-112
 2010 Kim, J-H.
Chen, J.S.
7.
The train drivers' strike in Germany 2007-2008: warnings for the future of the German trade union movement?
Industrial Relations Journal
2009 : NOV, VOL. 40:6 p. 524-533
 2009 Hoffmann, J.
Schmidt, R.
8.
A typology of consumers' emotional response styles during service recovery encounters
British Journal of Management
2009 : SEP, VOL. 20:3, p. 292-308
 2009 Schoefer, K.
Diamantopoulos, A.
9.
An analysis of corporate e-mail communication as part of airlines' service recovery strategy
Journal of Travel & Tourism Marketing
2009 : VOL 26:2, p. 156-168
 2009 Dickinger, A.
Bauernfeind, U.
10.
The effect of service quality and expectations on customer complaints
Journal of Industrial Economics
2008 : MAR, VOL 56:1 p. 190-213
 2008 Forbes, S.J.
11.
How products and advertising offend consumers
Journal of Advertising Research
2008 : MAR, VOL. 48:1, p. 13-21
 2008 Beard, F.K.
12.
Tourist harrasment: A marketing perspective
Annals of Tourism Research
2007 : JAN, VOL 34:2, p. 384-399
 2007 Kozac, M.
13.
Customer retention management processes: a quantitative study
European Journal of Marketing
2006 : VOL. 40:1/2, p. 83-99
 2006 Ang, L.
Buttle, F.
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