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Complaint letters and commitment theory: An empirical approach in mail-order selling · Study

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ArticleComplaint letters and commitment theory: An empirical approach in mail-order selling

Dominique Crié2002

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Articlebronze2002

Complaint letters and commitment theory: An empirical approach in mail-order selling

Dominique Crié · Richard Ladwein

20 citations·0/0 files stored·Journal of Targeting Measurement and Analysis for Marketing

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Retail Behavior Studies

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1970Exit, Voice, and Loyalty 1983Selected Determinants of Consumer Satisfaction and Complaint Reports 1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues 1990A typology of consumer dissatisfaction response styles 1984Modeling Choices Among Alternative Responses to Dissatisfaction 1987A Multivariate Analysis of Responses to Dissatisfaction 1981The hidden agenda of consumer complaining.

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Year2002

Typearticle

Published2002-08-01

VenueJournal of Targeting Measurement and Analysis for Marketing

ISSN-L0967-3237

Languageen

Citations20

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1057/palgrave.jt.5740066

openalex_workW2031833992

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