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| 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. |
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