haku: @indexterm customer relations / yhteensä: 402
viite: 8 / 402
Tekijä:Suarez Alvarez, L.
Vazquez Casielles, R.
Diaz Martin, A.M.
Otsikko:Analysis of the role of complaint management in the context of relationship marketing
Lehti:Journal of Marketing Management
2011 : FEB, VOL. 27:1-2, p. 143-164
Asiasana:complaints
relationship marketing
customer relations
consumer satisfaction
Vapaa asiasana:complaint management
Kieli:eng
Tiivistelmä:This article aims to study the role of complaint management in long-term relationships. Research material is based on data from a questionnaire for two customer types: consumers and firms. The findings of this study provide evidence for the importance of complaint management and the relationship-marketing strategy.
SCIMA tietueen numero: 273358
lisää koriin
SCIMA