Complaint resolution management expectations in an asymmetric business-to-business context

Author： Gruber Thorsten   Henneberg Stephan C.   Ashnai Bahar   Naudé Peter   Reppel Alexander  

Publisher： Emerald Group Publishing Ltd

ISSN： 0885-8624

Source： The Journal of Business and Industrial Marketing, Vol.25, Iss.5, 2010-01, pp. : 360-371

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