Explaining customer satisfaction with complaint handling

Author： Varela-Neira Concepción   Vázquez-Casielles Rodolfo   Iglesias Víctor  

Publisher： Emerald Group Publishing Ltd

ISSN： 0265-2323

Source： The International Journal of Bank Marketing, Vol.28, Iss.2, 2010-01, pp. : 88-112

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Applying social network analysis on customer complaint handling

By Sitko-Lutek Agnieszka   Chuancharoen Supakij   Sukpitikul Arkhom   Phusavat Kongkiti  

Industrial Management & Data Systems, Vol. 110, Iss. 9, 2010-09 ,pp. : 1402-1419

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters

By Gruber Thorsten   Szmigin Isabelle   Voss Roediger  

Journal of Marketing Management, Vol. 22, Iss. 5-6, 2006-06 ,pp. : 619-642

Routledge Ltd

Access to resources Recommend Favorite

Aggregate Complaint Analysis: A Procedure for Developing Customer Service Satisfaction

By Lapidus Richard S   Schibrowsky John A  

Journal of Services Marketing, Vol. 8, Iss. 4, 1994-04 ,pp. : 50-60

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters

By Gruber Thorsten   Szmigin Isabelle   Voss Roediger  

Journal of Services Marketing, Vol. 23, Iss. 6, 2009-09 ,pp. : 422-435

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Firms' complaint handling policies and consumer complaint voicing

By Huppertz John W.  

Journal of Consumer Marketing, Vol. 24, Iss. 7, 2007-11 ,pp. : 428-437

Emerald Group Publishing Ltd

Access to resources Recommend Favorite