Consumer Correspondence: An Exploratory Investigation of Consistency Between Business Policy and Practice-Reference-Cited by-同舟云学术

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Consumer Correspondence: An Exploratory Investigation of Consistency Between Business Policy and Practice

Published:1989-12 Issue:2 Volume:23 Page:364-382
ISSN:0022-0078
Container-title:Journal of Consumer Affairs
language:en
Short-container-title:

Author:

MARTIN CHARLES L.,SMART DENISE T.

Publisher

Wiley

Subject

General Economics, Econometrics and Finance,Sociology and Political Science

Link

http://onlinelibrary.wiley.com/wol1/doi/10.1111/j.1745-6606.1989.tb00252.x/fullpdf

Reference23 articles.

1. Consumers Complain-Does Business Respond;Andreasen;Harvard Business Review,1977

2. Idea Marketing for Consumer Affairs;Bloom;Public Relations Journal,1984

3. Manufacturer's Response to Consumer Complaints on Guaranteed Products;Boschung;Journal of Consumer Affairs,1976

4. Making Service a Potent Marketing Tool;Business Week,1984

5. How 155 Letters Were Handled;Ciervo;Public Relations Journal,1980

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1. Feedbackmanagement;Grundlagen des CRM;2011

2. Response-to-Complaint Letter as a Rhetorical Genre;IEEE Transactions on Professional Communication;2010-06

3. Kundenlob — Integration durch positives Feedback;Kundenintegration;2009

4. Transforming Personal Experience into a Pedagogical Tool: Ethical Complaints;Journal of Business Ethics;2004-09

5. So you want to be a superior service provider? Start by answering your mail;Business Horizons;1994-11

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