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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:
ISBN: 9780578084572
Category: C2
Type: Proceedings Paper
Appears in Collections:Research publications

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