The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters

Thorsten Gruber, Isabelle Szmigin, Roediger Voss

Research output: Contribution to journal › Article › peer-review

Original language	English
Pages (from-to)	619-642
Journal	Journal of Marketing Management
Volume	22
Issue number	5-6
DOIs	https://doi.org/10.1362/026725706777978721
Publication status	Published - Jun 2006

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title = "The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters",

author = "Thorsten Gruber and Isabelle Szmigin and Roediger Voss",

year = "2006",

month = jun,

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language = "English",

volume = "22",

pages = "619--642",

journal = "Journal of Marketing Management",

issn = "1472-1376",

publisher = "Taylor & Francis",

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AU - Gruber, Thorsten

AU - Szmigin, Isabelle

AU - Voss, Roediger

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