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The Study of Customer Complaints Management Based on System Dynamics: Modeling and Simulation

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References

1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
2000An investigation into whether complaining can cause increased consumer satisfaction248 cited
1997Understanding and Influencing Consumer Complaint Behavior: Improving Organizational Complaint Management94 cited

Cited by

2014Exploring Customer Dissatisfaction/Satisfaction and Complaining Responses among Bank Customers in Ghana21 cited
2012Motivation for Customer Complaining and Non-Complaining Behaviour Towards Mobile Telecommunication Services19 cited

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