Volume 3 / 2008

Issue 1 - Download Issue

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Title and Authors Pages Paper
Customer complaints as a source of customer-focused process improvement: A constructive case study
Uusitalo, K., Hakala, H., & Kautonen, T.
Keywords: customer orientation, process improvement, customer complaints, complaint management, operations management, constructive method
1-13 Customer complaints as a source of customer-focused process improvement: A constructive case study
Customer protest: Exit, voice or negative word of mouth
Solvang, B. K.
Keywords: voice, word of mouth, WOM, exit, satisfaction, loyalty
14-28 Customer protest: Exit, voice or negative word of mouth
Internet-induced marketing techniques: Critical factors in viral marketing campaigns
Woerndl, M., Papagiannidis, S., Bourlakis, M., & Li, F.
Keywords: viral marketing, marketing campaigns, internet word-of-mouth, social networking
33-45 Internet-induced marketing techniques: Critical factors in viral marketing campaigns
Book Review: Essentials of Marketing
Shiu, E., & Cheng, C.
Keywords: marketing
46-48 Book Review: Essentials of Marketing

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