Wirtz, Jochen. <br/><br/>
Design complaint handling and service recovery strategies / 
Jochen Wirtz. 
 - New Jersey :  World Scientific,  2018. 
 - 68 p. :  ill. ;  26 cm. 
 - Winning in service markets series:  11 .
<br/><br/>Includes bibliographical references 
<br/><br/><label>ISBN: </label>9781944659394  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer behavior.<br/>Consumer complaints.<br/>Customer services.