1 |
Zhang K. (2018). Four-step rules and techniques for handling customer complaints. China Urban Finance, 3, 36-39.
|
2 |
An Hexin (2009). Sales Management Practice. Tsinghua University Press, 98-102.
|
3 |
Chen Haibo (2009). On customer complaints. Science and Education Wenhui, 7, 81-83.
|
4 |
Hulten P. A. (2012). Lindblomian perspective on customer complaint management policies. Journal of Business Research, 65,788-793.
DOI
|
5 |
Knox G., & Oest R. V. (2014). Customer Complaints and Recovery Effectiveness: A Customer Base Approach. Journal of Marketing, 5,42-57.
DOI
|
6 |
Mao Jieling (2018). Analysis and discussion on reducing customer complaints. Digital World, 12, 55-57.
|
7 |
Stichler J. F., & Schumacher L. (2012). A gift of customer complaints. Marketing health services, 23, 14-15.
|
8 |
Wang Z. (2012). Talking about how companies deal with customer complaints. Economic Research Guide, 8, 35-38.
|
9 |
Zhang K. (2018). Four-step rules and techniques for handling customer complaints. China Urban Finance, 3,64-67.
|
10 |
Liu Yaokun (2005). Customer complaint management and handling skills. Guangdong Economic Publishing House, 178-190.
|
11 |
Zhu M., Zhuang G., Liu Z. (2006). Theoretical review of customer complaints. Shandong Social Sciences, 11,54-57.
|
12 |
Zhu Y. (2013). Customer service and customer complaints, complaint handling skills. Democracy and Construction Press, 193-210.
|
13 |
Zheng Y. (2013). Chain operation training and case. Xidian University Press, 154-160.
|