Handling customer complaints effectively

  • A comparison of the value maps of female and male complainants
  • Thorsten Gruber, Isabelle Szmigin, Roediger Voss
  • Managing Service Quality, November 2009, Emerald
  • DOI: 10.1108/09604520911005044

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http://dx.doi.org/10.1108/09604520911005044

The following have contributed to this page: Thorsten Gruber