Complaint Management – The Heart of CRM20061Bernd Stauss and Wolfgang Seidel. Complaint Management – The Heart of CRM. Texere, 2004. , ISBN: 0‐324‐20264‐4

  • Jochen Wirtz
  • Journal of Services Marketing, February 2006, Emerald
  • DOI: 10.1108/08876040610657075

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http://dx.doi.org/10.1108/08876040610657075

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