This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb008139. When citing the article, please cite: Mary C. Gilly, Richard W. Hansen, (1985), “CONSUMER COMPLAINT HANDLING AS A STRATEGIC MARKETING TOOL”, Journal of Consumer Marketing, Vol. 2 Iss: 4, pp. 5 - 16.
MCB UP Ltd
Copyright © 1992, MCB UP Limited