Consumer complaints, managerial response to them and their satisfactory resolution, leading to a dyadic perception between the consumer and the company, form the core of relationship marketing. The mutual resolution of complaints, without third party arbitration, constitutes the central construct of this book which implies that consumer retention is easiest when the company’s actual response in the post-complaint phase perfectly matches the ...
This book is written for all those who are loaded with responsibilities –personal and official –and are sincerely trying to fulfil them to the best of their ability. Are you one of them? Then you must be experiencing a lot of stress and tension caused by the fear of failure, role overload and personality clash. All of us at one point of time in life, need someone to lean on, confide in and fulfil the responsibility and the lack of this someone to understand ...