Managing consumer complaints : differences and similarities among heterogeneous retailers
Year of publication: |
2010
|
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Authors: | Hansen, Torben ; Wilke, Ricky ; Zaichkowsky, Judith Lynne |
Published in: |
International journal of retail & distribution management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-0552, ZDB-ID 1026884-4. - Vol. 38.2010, 1, p. 6-23
|
Subject: | Einzelhandel | Retail trade | Beschwerdemanagement | Complaint management | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Clusteranalyse | Cluster analysis | Dänemark | Denmark | Schweden | Sweden |
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