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Consumer Complaints And Managerial Response: A Holistic Approach

A. J. Resnik, R. Harmon
Published 1983 · Psychology

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An exploratory study examined manager and consumer perceptions of appropriate responses to complaint letters. The responses were analyzed separately and then compared to determine how effectively the managers could deal with consumer requirements. Insights are provided into how to deal more expeditiously and judiciously with complaints.
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