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    • How do firms benefit from customer complaints? 

      Yilmaz, Cengiz; Varnali, Kaan; Kasnakoğlu, Berna Tarı (Elsevier Science Inc, 2016)
      The study explores the effects of two sets of factors relating to complaint management on firm performance, namely, (1)customer response factors and (2) organizational learning factors, thereby integrating organizational ...