haku: @indexterm VERTICAL INTEGRATION / yhteensä: 190
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| Tekijä: | Durvasula, S. |
| Otsikko: | Business-to-business marketing: service recovery and customer satisfaction issues with ocean shipping lines |
| Lehti: | European Journal of Marketing
2000 : VOL. 34:3/4, p. 433-452 |
| Asiasana: | MARKETING CUSTOMERS VERTICAL INTEGRATION |
| Kieli: | eng |
| Tiivistelmä: | The tenets of relationship marketing are useful in understanding the success of a service provider. Based on a sample of 221 firms in Singapore that use ocean freight shipping services, examines service recovery issues related to satisfaction. It was found that service recovery methods such as claims handling, problem handling and complaint handling are associated with the level of satisfaction of customers. |
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