THE VICIOUS CIRCLE OF CONSUMER COMPLAINTS

[11] GRAINER MA, 1979, ADV CONSUMER RES, P494

[12] HISE RT, 1978, MSU BUSINESS TOP SUM, P17

[13] SUPERIOR-SUBORDINATE COMMUNICATION - THE STATE OF THE ART [J]. PSYCHOLOGICAL BULLETIN, 1979, 86 (06) : 1201 - 1222

[14] CONSUMER AFFAIRS OFFICE - ESSENTIAL ELEMENT IN CORPORATE POLICY AND PLANNING [J]. CALIFORNIA MANAGEMENT REVIEW, 1978, 20 (04) : 63 - 73

[15] JORESKOG K, 1981, LISREL 5 ESTIMATION

[16] Joreskog K.G., 1970, ETS RES B SER, V1970, P41, DOI [10.1002/j.2333-8504.1970.tb00783.x, DOI 10.1002/J.2333-8504.1970.TB00783.X]

[17] WARRANTY AND COMPLAINT POLICIES - OPPORTUNITY FOR MARKETING MANAGEMENT [J]. JOURNAL OF MARKETING, 1975, 39 (02) : 36 - 43

[18] Lawrence P.R., 1967, ORG ENV MANAGING DIF

[19] Mann L., 1977, DECISION MAKING PSYC

[20] March J.G., 1958, ORGANIZATIONS

[11] GRAINER MA, 1979, ADV CONSUMER RES, P494

[12] HISE RT, 1978, MSU BUSINESS TOP SUM, P17

[13] SUPERIOR-SUBORDINATE COMMUNICATION - THE STATE OF THE ART [J]. PSYCHOLOGICAL BULLETIN, 1979, 86 (06) : 1201 - 1222

[14] CONSUMER AFFAIRS OFFICE - ESSENTIAL ELEMENT IN CORPORATE POLICY AND PLANNING [J]. CALIFORNIA MANAGEMENT REVIEW, 1978, 20 (04) : 63 - 73

[15] JORESKOG K, 1981, LISREL 5 ESTIMATION

[16] Joreskog K.G., 1970, ETS RES B SER, V1970, P41, DOI [10.1002/j.2333-8504.1970.tb00783.x, DOI 10.1002/J.2333-8504.1970.TB00783.X]

[17] WARRANTY AND COMPLAINT POLICIES - OPPORTUNITY FOR MARKETING MANAGEMENT [J]. JOURNAL OF MARKETING, 1975, 39 (02) : 36 - 43

[18] Lawrence P.R., 1967, ORG ENV MANAGING DIF

[19] Mann L., 1977, DECISION MAKING PSYC

[20] March J.G., 1958, ORGANIZATIONS