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|Title: ||Understanding effective complaint management in greater detail: Justice as a formative construct in a dual-sequence model|
|Authors: ||STREUKENS, Sandra|
Andreassen, Tor W.
Olsen, Line L.
|Issue Date: ||2011|
|Citation: ||Proceedings of QUIS12.|
|Abstract: ||The current study models perceived justice with complaint handling as a formative construct and assesses its consequences in terms of both cognitive and affective outcomes (i.e. dual processes). The results of the empirical study provide an in-depth understanding how to design truly effective complaint management strategies.|
|Notes: ||Proceedings will be made available at the actual conference 2-5 June 2011.|
|Type: ||Proceedings Paper|
|Appears in Collections: ||Research publications|
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