Working Papers

Fishing for Compliments and Complaints: The Influence of Solicited Customer Feedback and Company Acknowledgment on Customer Attitudes and Intentions

Sterling A. Bone, Katherine N. Lemon, Katie A. Liljenquist, R. Bruce Money, and Kristen B. DeTienne

Jan 1, 2009

Examines the effect of soliciting and acknowledging compliments and complaints on customer attitudes and intentions; tests hypotheses in lab and field studies.

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