haku: @indexterm complaints / yhteensä: 83
viitteet: 8-17 / 83
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 otsikkovuositekijä
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.
15.
The desired qualities of customer contact employees in complaint handling encounters
Journal of Marketing Management
2006 : JUL, VOL. 22:5-6, p. 619 – 642
 2006 Gruber, T.
Szmigin, I.
Voss, R.
16.
Cross-national analysis of hotel customers' attitudes toward complaining and their complaining behaviours
Tourism Management
2006 : FEB, VOL. 27:1, p. 11-24
 2006 Yuksel, A.
Kilinc, U. K.
Yuksel, F.
17.
Transforming personal experience into a pedagogical tool: ethical complaints
Journal of Business Ethics
2004 : SEP I, VOL 53:3, p. 283-295
 2004 Jurkiewicz, C.L.
Giacalone, R.A.
Knouse, S.B.
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