Receiving, Recording, and Responding to Customer Complaints: The Effects of Formalizing Customer Complaint Handling Policies in Retail Firms
Author:
Affiliation:
1. Department of Management & Marketing, College of Business, University of Montana, Missoula, Montana USA
2. Department of Management Information Systems, College of Business, University of Montana, Missoula, Montana, USA
Publisher
Informa UK Limited
Subject
Business, Management and Accounting (miscellaneous)
Link
https://www.tandfonline.com/doi/pdf/10.1080/15332969.2018.1472982
Reference25 articles.
1. Customer Satisfaction and Shareholder Value
2. From Disgust to Delight
3. Complaints-handling processes and organisational benefits: An ISO 10002-based investigation
4. Performance implications of the direct and moderating effects of centralization and formalization on customer orientation
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