Return on Investment of Complaint Management: A Review and Research Agenda

This article presents a systematic literature review which synthesises current knowledge to advance a more sophisticated conceptual framework to measure the return on investment (ROI) in complaints management. Literature is examined from searches of ProQuest, EBSCO, Emerald Plus and Google Scholar t...

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Veröffentlicht in:	Australasian marketing journal 2023-11, Vol.31 (4), p.350-360
Hauptverfasser:	Carlson, Jamie, Sourdin, Tania, Armstrong, Christine, Watts, Martin, Carlyle, Tanya
Format:	Artikel
Sprache:	eng
Online-Zugang:	Volltext
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