DEFENSIVE MARKETING STRATEGY BY CUSTOMER COMPLAINT MANAGEMENT - A THEORETICAL-ANALYSIS

被引：572

作者：

FORNELL, C ^{[1
]}

WERNERFELT, B ^{[1
]}

机构：

[1] NORTHWESTERN UNIV,JL KELLOGG GRAD SCH MANAGEMENT,CHICAGO,IL 60611

来源：

JOURNAL OF MARKETING RESEARCH | 1987年 / 24卷 / 04期

关键词：

D O I：

10.2307/3151381

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

引用

页码：337 / 346

页数：10

共 27 条

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