European legal developments in product safety and liability: the role of customer complaint management as a defensive marketing tool

Ko de Ruyter; J.C. de Ruyter; Antoni Brack

doi:10.1016/0167-8116(93)90002-G

European legal developments in product safety and liability: the role of customer complaint management as a defensive marketing tool

Ko de Ruyter, J.C. de Ruyter, Antoni Brack

Faculty of Behavioural, Management and Social Sciences

Research output: Contribution to journal › Article › Academic › peer-review

18 Citations (Scopus)

388 Downloads (Pure)

Abstract

In view of recent European legal developments, our purpose in this article is to position customer complaint management as an essential instrument for a defensive marketing strategy, specifically to prevent legal problems in the fields of product liability and product safety.

Original language	Undefined
Pages (from-to)	153-164
Number of pages	12
Journal	International journal of research in marketing
Volume	10
Issue number	10
DOIs	https://doi.org/10.1016/0167-8116(93)90002-G
Publication status	Published - 1993

Keywords

METIS-124264
IR-20654

Access to Document

10.1016/0167-8116(93)90002-G

Ruyter93european

Cite this

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title = "European legal developments in product safety and liability: the role of customer complaint management as a defensive marketing tool",

abstract = "In view of recent European legal developments, our purpose in this article is to position customer complaint management as an essential instrument for a defensive marketing strategy, specifically to prevent legal problems in the fields of product liability and product safety.",

keywords = "METIS-124264, IR-20654",

author = "{de Ruyter}, Ko and {de Ruyter}, J.C. and Antoni Brack",

year = "1993",

doi = "10.1016/0167-8116(93)90002-G",

language = "Undefined",

volume = "10",

pages = "153--164",

journal = "International journal of research in marketing",

issn = "0167-8116",

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AU - de Ruyter, Ko

AU - de Ruyter, J.C.

AU - Brack, Antoni

PY - 1993

Y1 - 1993

N2 - In view of recent European legal developments, our purpose in this article is to position customer complaint management as an essential instrument for a defensive marketing strategy, specifically to prevent legal problems in the fields of product liability and product safety.

AB - In view of recent European legal developments, our purpose in this article is to position customer complaint management as an essential instrument for a defensive marketing strategy, specifically to prevent legal problems in the fields of product liability and product safety.

KW - METIS-124264

KW - IR-20654

U2 - 10.1016/0167-8116(93)90002-G

DO - 10.1016/0167-8116(93)90002-G

M3 - Article

SN - 0167-8116

VL - 10

SP - 153

EP - 164

JO - International journal of research in marketing

JF - International journal of research in marketing

IS - 10

ER -