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APPENDIX DCOMPLAINT HANDLING: WHERE DOES THE LATEST RESEARCH TAKE US?

The last twenty years have seen a dramatic increase in the number of articles written about customer complaints. Many are solid, research-based articles; others offer mostly advice about this difficult subject. When A Complaint Is a Gift was published in 1996, Barlow and Møller plotted the sheer number of articles published on complaint handling. Since then, Barlow and Maul have gone back to see what additional articles have been written since 1995, once again using the Dialog database as a basic source. Here’s what we found.

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Clearly, the interest in this topic has not ...

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