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| Tekijä: | Bell, S. J. Menguc, B. Stefani, S. |
| Otsikko: | When customers disappoint : a model of relational internal marketing and customer complaints |
| Lehti: | Journal of the Academy of Marketing Science
2004 : VOL. 32:2, p. 112-126 |
| Asiasana: | COMPLAINTS CUSTOMERS INTERNAL MARKETING SERVICE QUALITY |
| Kieli: | eng |
| Tiivistelmä: | This article concerns the influence of internal marketing relationships to salesperson behaviors and attitudes in retail store environment. Especially is investigated the moderating role of customer complaining behavior. The authors also make a hypothesis which they test in 115 stores of a national retail organization. The wideness of the sample is 392 retail employees. Finally managerial and theoretical implications are studied. |
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