|Title and Authors
|Customer complaints as a source of customer-focused process improvement: A constructive case study by Uusitalo, K., Hakala, H., & Kautonen, T.
|Customer protest: Exit, voice or negative word of mouth by Solvang, B. K.
|Internet-induced marketing techniques: Critical factors in viral marketing campaigns by Woerndl, M., Papagiannidis, S., Bourlakis, M., & Li, F.
|Book Review: Essentials of Marketing by Shiu, E., & Cheng, C.