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| Tekijä: | Hansen, S. Swan, J. Powers, T. |
| Otsikko: | Encouraging "friendly" complaint behavior in industrial markets: preventing a loss of customers and reputation |
| Lehti: | Industrial Marketing Management
1996 : JUL, VOL. 25:4, p. 271-282 |
| Asiasana: | INDUSTRIAL MARKETING CUSTOMERS LOSS |
| Kieli: | eng |
| Tiivistelmä: | This study suggests actions the industrial marketer can take to reduce the possibility of customer dissatisfaction complaints that are harmful to the seller's long-term business. The study reviews the literature on dissatisfaction response styles and supplier relationships that result in different dissatisfaction response syles. Data were gathered using the surve method and in-depth interviews. The study finds support for a theoretical framework that shows how an industrial marketer can better manage vendor relations. |
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