haku: @indexterm COMPLAINTS / yhteensä: 83
viite: 57 / 83
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. |
SCIMA