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Published in: Marketing Review St. Gallen 1/2015

01-03-2015 | Schwerpunkt

Energizing Companies through Customer Compliments

Authors: Dr. Petra Kipfelsberger, Prof. Dr. Heike Bruch, Prof. Dr. Dennis Herhausen

Published in: Marketing Review St. Gallen | Issue 1/2015

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Excerpt

While complaint management has received much attention, customer compliments and their systematic handling have been largely ignored. Based on two empirical studies, this article suggests that customer compliments bear great potential for benefiting firms, and gives recommendations on how managers can enable, stimulate, and amplify positive customer feedback. …
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Metadata
Title
Energizing Companies through Customer Compliments
Authors
Dr. Petra Kipfelsberger
Prof. Dr. Heike Bruch
Prof. Dr. Dennis Herhausen
Publication date
01-03-2015
Publisher
Springer Fachmedien Wiesbaden
Published in
Marketing Review St. Gallen / Issue 1/2015
Print ISSN: 1865-6544
Electronic ISSN: 1865-7516
DOI
https://doi.org/10.1007/s11621-015-0512-x