Artikelen over wetenschappelijk onderzoek naar de waarde van klachtenmanagement

Chase R.B. & Dasu S. - Want to Perfect Your Company's Service? Use Behavioral Science (2001) download PDF

Chebat J-C. & Slusarczyk W. - How emotions mediate the effects of percieved justice on loyalty in service recovery situations: an empirical study (2005) download PDF

Tax S.S, Brown S.W & Chandrashekaran M. - Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998) download PDF

Schlesinger L.A. & Heskett J.L. - Breaking the Cycle of Failure in Services (1991) download PDF

Davidow M. - Organizational Responses to Customer Complaints: What Works and What Doesn't (2003) download PDF

Johnston R. & Mehra S. - Best-practises complaint management (2002) download PDF

Back From the Brink, Why Customers Stay - M. Golgate, V. Tong, C. Lee & J. Farley, Journal of Service Research (2007) download PDF

See no evil, hear no evil, speak no evil: a study of defensive organizational behaviour towards customer complaints – C. Homburg & A. Fürst, Journal of the Academy of Marketing Science (2007) download PDF