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Hansen et al., 2009 - Google Patents

How retailers handle complaint management

Hansen et al., 2009

View PDF
Document ID
14238190500030724665
Author
Hansen T
Wilke R
Zaichkowsky J
Publication year
Publication venue
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

External Links

Snippet

This article fills a gap in the literature by providing insight about the handling of complaint management (CM) across a large cross section of retailers in the grocery, furniture, electronic and auto sectors. Determinants of retailers' CM handling are investigated and …
Continue reading at jcsdcb.com (PDF) (other versions)

Classifications

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