haku: @author Stauss, B. / yhteensä: 17
viite: 15 / 17
| Tekijä: | Stauss, B. |
| Otsikko: | Beschwerdepolitik als Instrument des Dienstleistungsmarketings (Complaints as a tool of the marketing of services) |
| Lehti: | Jahrbuch der Absatz- und Verbrauchsforschung
1989 : VOL. 35:1, p. 41-62 |
| Asiasana: | COMPLAINTS SERVICE MARKETING |
| Kieli: | ger |
| Tiivistelmä: | The investigation of complaints tries to find out who complains on what, in what form and to whom. The policy towards complaints of the firm must be a marketing instrument. The special characteristics of the services sector in this respect. Policy towards complaints has an impact not only on marketing but also on personnel and organisational matters. |
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