|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
|Customer protest: Exit, voice or negative word of mouth
Solvang, B. K.
Keywords: voice, word of mouth, WOM, exit, satisfaction, loyalty
|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
|Book Review: Essentials of Marketing
Shiu, E., & Cheng, C.