Dynamics of Complaint Management in the Service Organization
GILLY, MARY C., STEVENSON, WILLIAM B., YALE, LAURA J.Volume:
25
Langue:
english
Journal:
Journal of Consumer Affairs
DOI:
10.1111/j.1745-6606.1991.tb00007.x
Date:
December, 1991
Fichier:
PDF, 1.50 MB
english, 1991