Authors: STEPHENS N GWINNER KP

Citation: N. Stephens et Kp. Gwinner, WHY DONT SOME PEOPLE COMPLAIN - A COGNITIVE-EMOTIVE PROCESS MODEL OF CONSUMER COMPLAINT BEHAVIOR, Journal of the Academy of Marketing Science, 26(3), 1998, pp. 172-189

Authors: GWINNER KP GREMLER DD BITNER MJ

Citation: Kp. Gwinner et al., RELATIONAL BENEFITS IN SERVICES INDUSTRIES - THE CUSTOMERS PERSPECTIVE, Journal of the Academy of Marketing Science, 26(2), 1998, pp. 101-114