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http://hdl.handle.net/1942/11950
Title: | Understanding effective complaint management in greater detail: Justice as a formative construct in a dual-sequence model | Authors: | STREUKENS, Sandra Andreassen, Tor W. Olsen, Line L. |
Issue Date: | 2011 | Source: | Proceedings of QUIS12. | Abstract: | The current study models perceived justice with complaint handling as a formative construct and assesses its consequences in terms of both cognitive and affective outcomes (i.e. dual processes). The results of the empirical study provide an in-depth understanding how to design truly effective complaint management strategies. | Notes: | Proceedings will be made available at the actual conference 2-5 June 2011. | Keywords: | Complaint management, Justice, Dual-sequence model | Document URI: | http://hdl.handle.net/1942/11950 | ISBN: | 9780578084572 | Category: | C2 | Type: | Proceedings Paper |
Appears in Collections: | Research publications |
Files in This Item:
File | Description | Size | Format | |
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QUIS 12 Streukens et al.doc | 62 kB | Microsoft Word | View/Open |
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