This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/07363769210035189. When citing the article, please cite: Gary L. Clark, Peter F. Kaminski, David R. Rink, (1992), “Consumer Complaints: Advice on How Companies Should Respond Based on an Empirical Study”, Journal of Consumer Marketing, Vol. 9 Iss: 3, pp. 5 - 14.
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