A cross-cultural comparison of business complaint management expectations

Copyright © Taylor and Francis Group, LLC. This study explores the complaint management expectations of 72 British and 74 German organizational buyers using automated online means-end laddering and a Hierarchical Value Map presentation. It conceptualizes the links between expected complaint resoluti...

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Bibliographic Details

Main Authors:	Stephan C. Henneberg, Thorsten Gruber, Alexander E. Reppel, Peter Naude, Bahar Ashnai, Frank Huber, Ilma Nur Chowdhury
Format:	Default Article
Published:	2015
Subjects:	Other commerce, management, tourism and services not elsewhere classified untagged Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/20905
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