A MODEL FOR CUSTOMER COMPLAINT MANAGEMENT

被引：162

作者：

FORNELL, C ^{[1
]}

WERNERFELT, B ^{[1
]}

机构：

[1] NORTHWESTERN UNIV,STRATEGY,EVANSTON,IL 60208

来源：

MARKETING SCIENCE | 1988年 / 7卷 / 03期

关键词：

D O I：

10.1287/mksc.7.3.287

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

引用

页码：287 / 298

页数：12

共 38 条

[1] COMMODITY BUNDLING AND BURDEN OF MONOPOLY [J].

ADAMS, WJ ;

YELLEN, JL .

QUARTERLY JOURNAL OF ECONOMICS, 1976, 90 (03) :475-498

[2]

[Anonymous], 1983, MARKET SCI

[3]

Bain JS, 1956, BARRIERS NEW COMPETI, DOI 10.4159/harvard.9780674188037

[4] CRIME AND PUNISHMENT - ECONOMIC APPROACH [J].

BECKER, GS .

JOURNAL OF POLITICAL ECONOMY, 1968, 76 (02) :169-217

[5] MARKET SHARE THEOREM [J].

BELL, DE ;

KEENEY, RL ;

LITTLE, JDC .

JOURNAL OF MARKETING RESEARCH, 1975, 12 (02) :136-141

[6] CONSUMER RESPONSE TO UNSATISFACTORY PURCHASES - SURVEY OF PERCEIVING DEFECTS, VOICING COMPLAINTS, AND OBTAINING REDRESS [J].

BEST, A ;

ANDREASEN, AR .

LAW & SOCIETY REVIEW, 1977, 11 (04) :701-742

[7] ENTRY BARRIERS TO MOBILITY BARRIERS - CONJECTURAL DECISIONS AND CONTRIVED DETERRENCE TO NEW COMPETITION [J].

CAVES, RE ;

PORTER, ME .

QUARTERLY JOURNAL OF ECONOMICS, 1977, 91 (02) :241-261

[8] WARRANTY SCOPE AND RELIABILITY UNDER IMPERFECT INFORMATION AND ALTERNATIVE MARKET STRUCTURES [J].

COURVILLE, L ;

HAUSMAN, WH .

JOURNAL OF BUSINESS, 1979, 52 (03) :361-378

[9] INDUSTRIAL-ORGANIZATION AND CONSUMER SATISFACTION DISSATISFACTION [J].

FORNELL, C ;

ROBINSON, WT .

JOURNAL OF CONSUMER RESEARCH, 1983, 9 (04) :403-412

[10] THE VICIOUS CIRCLE OF CONSUMER COMPLAINTS [J].

FORNELL, C ;

WESTBROOK, RA .

JOURNAL OF MARKETING, 1984, 48 (03) :68-78

← 1 2 3 4 →