Development of a quantification model for the cost of loss of image with customer complaints
Manuel E. Sansalvador and José M. Brotons
| Year of publication: |
December 2018
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|---|---|
| Authors: | Sansalvador, Manuel E. ; Brotons, José M. |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 29.2018, 14, p. 1633-1647
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| Subject: | complaints | cost of loss of image | fuzzy relations | expertise | hidden quality cost | quality cost | Beschwerdemanagement | Complaint management | Kosten | Costs | Qualitätsmanagement | Quality management | Dienstleistungsqualität | Service quality | Fuzzy-Set-Theorie | Fuzzy sets | Produktqualität | Product quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1080/14783363.2017.1289815 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011962117