haku: @author Hansen, S. W. / yhteensä: 2
viite: 2 / 2
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| Tekijä: | Hansen, S. W. Swan, J. E. Powers, T. L. |
| 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. 271-281 |
| Asiasana: | |
| Vapaa asiasana: | KUNDE, KUNDENDIENST, PUBLIC RELATIONS, INDUSTRIEBETRIEBE |
| Kieli: | eng |
| Tiivistelmä: | This study reviews the literature on dissatisfaction response styles and supplier relationships that result in different dissatisfaction response styles. The study finds support for a theoretical framework that shows how an industrial marketer can better manage vendor relations in order to become complaint friendly. |
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