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Relationship correspondence: similarities and differences in business response to complimentary versus complaining consumers

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  • Martin, Charles L.
  • Smart, Denise T.

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  • Martin, Charles L. & Smart, Denise T., 1988. "Relationship correspondence: similarities and differences in business response to complimentary versus complaining consumers," Journal of Business Research, Elsevier, vol. 17(2), pages 155-173, September.
    • Handle: RePEc:eee:jbrese:v:17:y:1988:i:2:p:155-173
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    Cited by:

    1. von Janda, Sergej & Polthier, Andreas & Kuester, Sabine, 2021. "Do they see the signs? Organizational response behavior to customer complaint messages," Journal of Business Research, Elsevier, vol. 137(C), pages 116-127.
    2. Sunghun Chung & Animesh Animesh & Kunsoo Han & Alain Pinsonneault, 2020. "Financial Returns to Firms’ Communication Actions on Firm-Initiated Social Media: Evidence from Facebook Business Pages," Information Systems Research, INFORMS, vol. 31(1), pages 258-285, March.
    3. Baker, Thomas L. & Meyer, Tracy & Chebat, Jean-Charles, 2013. "Cultural impacts on felt and expressed emotions and third party complaint relationships," Journal of Business Research, Elsevier, vol. 66(7), pages 816-822.

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