Rutger van Oest

BI Norwegian Business School

Associate Professor

Nydalsveien 37

Oslo, 0442

Norway

SCHOLARLY PAPERS

1

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491

SSRN CITATIONS

6

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0

Scholarly Papers (1)

1.

Customer Complaints and Recovery Effectiveness: A Customer Base Approach

Journal of Marketing, Forthcoming
Number of pages: 50 Posted: 03 Jul 2009 Last Revised: 24 Apr 2014
George Knox and Rutger van Oest
Tilburg University and BI Norwegian Business School
Downloads 491 (72,384)
Citation 4

Abstract:

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Complaints, Complaint Management, Churn, Failure, Recovery