The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters

Thorsten Gruber, Isabelle Szmigin, Roediger Voss

Research output: Contribution to journalArticlepeer-review

Original languageEnglish
Pages (from-to)619-642
JournalJournal of Marketing Management
Volume22
Issue number5-6
DOIs
Publication statusPublished - Jun 2006

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