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Consumer evaluation of complaint handling in the Dutch health insurance market

BACKGROUND: How companies deal with complaints is a particularly challenging aspect in managing the quality of their service. In this study we test the direct and relative effects of service quality dimensions on consumer complaint satisfaction evaluations and trust in a company in the Dutch health...

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Detalles Bibliográficos
Autores principales:	Wendel, Sonja, de Jong, Judith D, Curfs, Emile C
Formato:	Online Artículo Texto
Lenguaje:	English
Publicado:	BioMed Central 2011
Materias:	Research Article
Acceso en línea:	https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3250957/ https://www.ncbi.nlm.nih.gov/pubmed/22085762 http://dx.doi.org/10.1186/1472-6963-11-310

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