...Ines Küster; Natalia Vila; Amparo Kuster-Boluda Purpose This paper first aims to examine associations between factors involved in business-to-business complaints management and results (satisfaction and loyalty) and analyses three types of distributors based on their cultural profile (domestic...

...Tony Garry; T.C. Melewar; Len Tiu Wright; Thorsten Gruber; Stephan C. Henneberg; Bahar Ashnai; Peter Naudé; Alexander Reppel Purpose The purpose of this paper is to gain a deeper understanding of the attributes of effective complaint management in business‐to‐business relationships, and to reveal...

...Scott W. Hansen With continued growth in the industrial market being an important issue, firms need to maintain and expand their existing customer base. Careful consideration and evaluation of customer complaints are essential to this concern. An industrial marketer must develop appropriate...

... buyers from undertaking further complaining behavior which may damage the seller’s reputation. Reports on the types of order problems that occur with suppliers, as well as buyers’ perceptions of the effectiveness of supplier responses to different types of complaints from the buyer. © MCB UP Limited...