[PDF][PDF] Using means-end approaches to understand business complaint management
SC Henneberg, B Ashnai, T Gruber, P Naudé… - … IMP Research Group …, 2008 - Citeseer
Manchester IMP Research Group. http://www. impgroup. org/uploads/papers/6791 …, 2008•Citeseer
… This paper explores the nature of complaint management in business relationships. The
particular … Our study is the first application of a means-end and laddering approach (in an
online hard laddering version) to the area of understanding business-to-business complaint
management. Besides this …
particular … Our study is the first application of a means-end and laddering approach (in an
online hard laddering version) to the area of understanding business-to-business complaint
management. Besides this …
Abstract
This paper explores the nature of complaint management in business relationships. The particular emphasis is on the qualities and behaviours that affect buying companies as part of the complaint
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