haku: @indexterm complaints / yhteensä: 83
viitteet: 5-14 / 83
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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.
14.
People who complain about advertising: the aficionados, guardians, activists and seekers
Journal of Marketing Management
2006 : APR, VOL. 22:3 - 4, p. 379 – 405
 2006 Volkov, M.
Harker, M.
Harker, D.
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