Analysis of the role of complaint management in the context of relationship marketing

Author： Alvarez Leticia Suarez   Casielles Rodolfo Vazquez   Martin Ana Maria Diaz  

Publisher： Routledge Ltd

ISSN： 0267-257X

Source： Journal of Marketing Management, Vol.27, Iss.1-2, 2011-02, pp. : 143-164

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