Consumer Complaints and Managerial Response: A Holistic Approach
通过探索性研究，分析管理者和消费者对投诉信回应的看法，比较两者差异，帮助管理者更有效处理消费者需求。
An exploratory study examined manager and consumer perceptions of appropriate responses to complaint letters. The responses were analyzed separately and then compared to determine how effectively the managers could deal with consumer requirements. Insights are provided into how to deal more expeditiously and judiciously with complaints.