@article{MeyerWaardenSabadie2014,
    author = {Meyer-Waarden, Lars and Sabadie, William},
    title = {Complaint Management and the Role of Relationship Quality},
    year = {2014},
    journal = {Customer & Service Systems},
    volume = {1},
    number = {1},
    pages = {61-70},
    doi = {10.5445/KSP/1000038784/08}
}