论文信息 - A model of industrial satisfaction/complaining behavior

A model of industrial satisfaction/complaining behavior

Abstract A model of the purchaser's satisfaction with supplier response to a formal buyer complaint is developed and tested. The authors answer two important questions: (1) what variables affect the purchasing agent's satisfaction with a supplier's response to a complaint? and (2) how can the supplier respond so as to keep that customer in the future?

J. E. Swan | John E. Swan | I. F. Trawick | I. Fredrick Trawick

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