European legal developments in product safety and liability: The role of customer complaint management as a defensive marketing tool

Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis

Claes Fornell, Birger Wernerfelt · Journal of Marketing Research · 1987 · 1.3K citations

Management, Marketing, Marketing Management +11

Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis

Claes Fornell, Birger Wernerfelt · Journal of Marketing Research · 1987 · 539 citations

Management, Marketing, Marketing Management +11

Defensive Marketing Strategies

John R. Hauser, Steven M. Shugan · Marketing Science · 2008 · 370 citations

Business, Marketing, Marketing Management +14

A Model for Customer Complaint Management

Claes Fornell, Birger Wernerfelt · Marketing Science · 1988 · 355 citations

Business, Marketing, Marketing Management +16

Defensive Marketing Strategies

John R. Hauser, Steven M. Shugan · Marketing Science · 1983 · 352 citations

Business, Marketing, Marketing Management +14