@article{00592a3a5f514f24b982726665ffa8f9,
title = "Complaint management expectations: An online-laddering analysis of small versus large firms",
keywords = "Complaint management, Business-to-business, Supplier relationships, Laddering, Means–end approach",
author = "Henneberg, \{Stephan C.\} and Thorsten Gruber and Alexander Reppel and Bahar Ashnai and Peter Naud{\'e}",
year = "2009",
month = sep,
doi = "10.1016/j.indmarman.2009.05.008",
language = "English",
volume = "38",
pages = "584--598",
journal = "Industrial Marketing Management",
issn = "0019-8501",
publisher = "Elsevier Inc.",
number = "6",
}