Fishing for compliments and complaints : the influence of solicited customer feedback and company acknowledgment on customer attitudes and intentions
Sterling A. Bone, Katherine N. Lemon, Katie A. Liljenquist, R. Bruce Money, and Kristen B. DeTienne
Year of publication: |
2009
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Authors: | Bone, Sterling A. ; Lemon, Katherine N. ; Liljenquist, Katie A. ; Money, R. Bruce ; DeTienne, Kristen B. |
Published in: |
MSI reports : working paper series. - Cambridge, Mass, ISSN 1545-505X, ZDB-ID 21271744. - 2009, 3, p. 51-75
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