Complaint management : comparison between traditional and digital banks and the benefits of using management systems for improvement
Pedro G.C. Pio and Tiago Sigahi, Izabela Simon Rampasso, Eduardo Guilherme Satolo, Milena Pavan Serafim, Osvaldo L.G. Quelhas, Walter Leal Filho and Rosley Anholon
| Year of publication: |
2024
|
|---|---|
| Authors: | Pio, Pedro G. C. ; Sigahi, Tiago ; Rampasso, Izabela Simon ; Satolo, Eduardo Guilherme ; Serafim, Milena Pavan ; Quelhas, Osvaldo L. G. ; Leal Filho, Walter ; Anholon, Rosley |
| Published in: |
The international journal of productivity and performance management. - Bradford : Emerald, ISSN 1758-6658, ZDB-ID 2024364-9. - Vol. 73.2024, 4, p. 1050-1070
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| Subject: | Banking services | Complaint handling | Complaint management | Digitalization | Financial institutions | Fintechs | Grey systems | Management system | Beschwerdemanagement | Digitalisierung | Digitization | Finanzdienstleistung | Financial services | Electronic Banking | Electronic banking | Beziehungsmarketing | Relationship marketing | Bankgeschäft | Bank | Finanzsektor | Financial sector | Finanztechnologie | Financial technology |
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