CRM as Complaint Relationship Marketing in Business Service Recovery Context

Martin Savard, Jean-Charles Chebat and Maud Dampérat ()
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Martin Savard: HEC Montréal - HEC Montréal
Jean-Charles Chebat: HEC Montréal - HEC Montréal
Maud Dampérat: HEC Montréal - HEC Montréal

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Date: 2007-10-04
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Published in 16th AMA Annual Frontiers in Service Conference, AMA, Oct 2007, San francisco, United States

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