...Caroline Leighton; Richard Bent Complaints handling is now a marketing tool for retailers. Intense competition within the food retail sector makes it an area for retailers to gain competitive advantage. However, the commitment to complaints handling through employee training is a largely unexplored...

...V.‐W. Mitchell; C. Critchlow The topic of consumer complaining has been given limelight in recent years with a spate of food scares, new legislation in the food industry and the Citizen′s Charter in public services. Reports an investigation into complaint handling in the UK grocery market using...