Abstract
The viability of modern-day retail organizations is largely contingent upon the ability of management to monitor and respond constructively to consumerism. Although retailers have made considerable progress in this direction, consumer dissatisfaction rema.ins with certain facets of retail performance, including the capability of retailers to satisfactorily resolve customer complaints.
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Adams, R.J., Mays, C.T. (2015). Some Correlates of Consumer Dissatisfaction with Retail Complaint Handling Performance. In: Bellur, V. (eds) The 1980’s: A Decade of Marketing Challenges. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-16976-7_66
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DOI: https://doi.org/10.1007/978-3-319-16976-7_66
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