A Lindblomian perspective on customer complaint management policies
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References listed on IDEAS
- Claes Fornell & Birger Wernerfelt, 1988. "A Model for Customer Complaint Management," Marketing Science, INFORMS, vol. 7(3), pages 287-298.
- Rajagopal & Romulo Sanchez, 2004. "Analysis of Customer Portfolio and Relationship Management Models : Bridging Managerial Dimensions," Microeconomics 0407001, University Library of Munich, Germany.
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KeywordsComplaint management; Customer relationships; Muddling; Policies;
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