Complaint management expectations: An online laddering analysis of small versus large firms
| Year of publication: |
2009
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|---|---|
| Authors: | Henneberg, Stephan C. ; Gruber, Thorsten ; Reppel, Alexander ; Ashnai, Bahar ; Naudé, Peter |
| Published in: |
Industrial marketing management : the international journal for industrial and high-tech firms. - New York, NY [u.a.] : Elsevier, ISSN 0019-8501, ZDB-ID 1201244. - Vol. 38.2009, 6, p. 584-598
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