Complaints handling in hospitals: an empirical study of discrepancies between patients' expectations and their experiences
Author:
Publisher
Springer Science and Business Media LLC
Subject
Health Policy
Link
http://link.springer.com/article/10.1186/1472-6963-8-199/fulltext.html
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4. Tax SS, Brown SW, Chandrashekaran M: Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of Marketing. 1998, 62: 60-76. 10.2307/1252161.
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