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Keywords: Complaints
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Journal Articles
Handling Consumer Complaint Information: Why and How?
Available to Purchase
Journal:
Management Decision
Management Decision (1993) 31 (3)
Published: 01 March 1993
...V.‐W. Mitchell A number of factors, including market competitiveness, the legal framework and increasing consumer expectations, are causing a focus on customer service of which complaint handling is a major part. Companies can accrue considerable advantages from taking complaint handling seriously...
