@inbook{f47105c0f8ad11db9160000ea68e967b,
title = "Complaint Management in Nordic Countries: A Conceptual Framework and Empirical Results",
keywords = "Danmark, Norden, Kundeservice, Kundeklager",
author = "Torben Hansen and Ricky Wilke",
note = "Opstilling: 658.003 fro L{\o}be nr.: 062009",
year = "2006",
language = "English",
pages = "375--392",
editor = "Ioannis-Dionysio Salavrakos",
booktitle = "From small firms to multinationals",
publisher = "Athens Institute for Education and Research",
address = "Greece",
}