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国外顾客投诉研究及其启示 被引量:16

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摘要 近年来,服务质量管理和顾客满意问题越来越受到国内外企业和学者的关注,但关于顾客投诉的研究却没有受到相应的重视。相对而言,国外顾客投诉研究还比较全面、深入。本文对国外顾客投诉的近期研究成果进行了梳理和介绍,以期对国内顾客投诉的管理有所启示,并为国内顾客投诉的研究提供参考。
作者 冯青
出处 《外国经济与管理》 CSSCI 北大核心 2005年第10期33-41,共9页 Foreign Economics & Management
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