Complaint management and the role of the chief executive
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References listed on IDEAS
- Maute, Manfred F. & Forrester, William Jr., 1993. "The structure and determinants of consumer complaint intentions and behavior," Journal of Economic Psychology, Elsevier, vol. 14(2), pages 219-247, June.
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- Jesús Cambra-Fierro & Iguácel Melero-Polo & Javier Sese, 2015. "Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes," Service Business, Springer;Pan-Pacific Business Association, pages 297-320.
- Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
- repec:spr:svcbiz:v:11:y:2017:i:2:d:10.1007_s11628-016-0311-8 is not listed on IDEAS
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KeywordsComplaints; Service recovery; Complaint management; Chief executive; Financial services;
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