Complaint management expectations: an online laddering analysis of small versus large firms

This study explores complaint management expectations in business relationships, particularly the qualities and behaviours that affect buying companies as part of the complaint handling encounter with a supplier. An exploratory empirical study uses a hard laddering approach which also allows us to c...

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Bibliographic Details

Main Authors:	Stephan C. Henneberg, Thorsten Gruber, Alexander E. Reppel, Bahar Ashnai, Peter Naude
Format:	Default Article
Published:	2009
Subjects:	Other commerce, management, tourism and services not elsewhere classified Complaint management Business-to-business Supplier relationships Laddering Means–end approach Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/11929
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