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Consumer Complaints Advice on How Companies Should Respond Based on an Empirical Study

Consumer Complaints Advice on How Companies Should Respond Based on an Empirical Study Reports on a study to investigate the impact of customersatisfaction of different types of company responses to letters ofcomplaint. Considers the effects on consumers of various defensivemarketing strategies letter and free good, letter only, and noresponse. Surmises that the results support the notion that appropriatedefensive marketing strategies can improve the companys image amongcustomers who write complaint letters. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Consumer Marketing Emerald Publishing

Consumer Complaints Advice on How Companies Should Respond Based on an Empirical Study

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0736-3761
DOI
10.1108/07363769210035189
Publisher site
See Article on Publisher Site

Abstract

Reports on a study to investigate the impact of customersatisfaction of different types of company responses to letters ofcomplaint. Considers the effects on consumers of various defensivemarketing strategies letter and free good, letter only, and noresponse. Surmises that the results support the notion that appropriatedefensive marketing strategies can improve the companys image amongcustomers who write complaint letters.

Journal

Journal of Consumer Marketing – Emerald Publishing

Published: Mar 1, 1992

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