Online complaint handling practices: Company strategies and their effects upon post-complaint satisfaction
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Cited by:
- Pierre-Nicolas Schwab & Sandra Rothenberger, 2015. "Online Complaint Handling: The Effects of Politeness and Grammaticality upon Perceived Professionalism and Loyalty," Working Papers CEB 15-015, ULB -- Universite Libre de Bruxelles.
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More about this item
Keywords
complaint-handling; online; double-deviation; perceived justice;All these keywords.
JEL classification:
- M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
NEP fields
This paper has been announced in the following NEP Reports:- NEP-MKT-2015-02-28 (Marketing)
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