This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/07363769110035009. When citing the article, please cite: Jerry Plymire, (1991) “Complaints as opportunities”, Journal of Consumer Marketing, Vol. 8 Iss: 2, pp. 39 - 43.
Journal of Services Marketing – Emerald Publishing
Published: Jan 1, 1991