The relational approach is often presented as a strategy to retain customers, but it may also be an appropriate approach to encourage customers to complain, as a review of literature shows. Using information contained in complaints and giving the right answers (distributive, procedural and...

Detailed noise measurements from early Concorde test flights together with community characteristics data from the US Census Bureau were used to explain monthly complaint patterns arising from neighborhoods surrounding the John F. Kennedy International Airport. Consistent with an earlier study,...