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When Your Best Customers Become Your Worst Enemies: Does Time Really Heal all Wounds? Cover

When Your Best Customers Become Your Worst Enemies: Does Time Really Heal all Wounds?

NIM Marketing Intelligence Review
Volume 3 (2011): Issue 1 (May 2011)
By: Yany Grégoire,  Thomas M. Tripp and  Renaud Legoux  
Open Access
|Jul 2014

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DOI: https://doi.org/10.2478/gfkmir-2014-0053 | Journal eISSN: 2628-166X
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Language: English
Page range: 26 - 35
Published on: Jul 19, 2014
Published by: Nuremberg Institute for Market Decisions
In partnership with: Paradigm Publishing Services
Publication frequency: 2 issues per year
Keywords:
Customer Relationship Management,
Service Failure-Recovery,
Customer Revenge,
Customer Avoidance,
Online Public Complaining
Related subjects:
Business and economics,
Political economics,
Public finance and fiscal theory,
Business management,
Marketing, sales, customer relations,
Management, organization, corporate governance,
Business management, other

© 2014 Yany Grégoire, Thomas M. Tripp, Renaud Legoux, published by Nuremberg Institute for Market Decisions
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.

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