TY  - JOUR
AB  - Reports on a study to investigate the impact of customer
satisfaction of different types of company responses to letters of
complaint. Considers the effects on consumers of various defensive
marketing strategies: letter and free good, letter only, and no
response. Surmises that the results support the notion that appropriate
defensive marketing strategies can improve the company′s image among
customers who write complaint letters.
VL  - 9
IS  - 3
SN  - 0736-3761
DO  - 10.1108/07363769210035189
UR  - https://doi.org/10.1108/07363769210035189
AU  - Clark Gary L.
AU  - Kaminski Peter F.
AU  - Rink David R.
PY  - 1992
Y1  - 1992/01/01
TI  - Consumer Complaints: Advice on How Companies Should Respond Based on an Empirical Study
T2  - Journal of Consumer Marketing
PB  - MCB UP Ltd
SP  - 5
EP  - 14
Y2  - 2024/09/20
ER  -