A novel framework for customer complaint management
Yu-Hsiang Hsiao, Li-Fei Chen, Yoon Leng Choy and Chao-Ton Su
| Year of publication: |
September-October 2016
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|---|---|
| Authors: | Hsiao, Yu-Hsiang ; Chen, Li-Fei ; Choy, Yoon Leng ; Su, Chao-Ton |
| Published in: |
The service industries journal. - Abingdon : Routledge, ISSN 0264-2069, ZDB-ID 722623-8. - Vol. 36.2016, 13/14, p. 675-698
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| Subject: | Six Sigma | decision tree | service improvement | aggregate complaint analysis | complaint management | Beschwerdemanagement | Complaint management | Qualitätsmanagement | Quality management | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/02642069.2016.1272592 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011655409