Gaining a Competitive Advantage by Analyzing Aggregate Complaints

While many firms have developed programs to handle individual complaints, few have implemented programs to analyze aggregate complaints over time. Attempts to fill that void and outlines a method to analyze and manage aggregate complaints. This is a critical part of a complete complaint management program.

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Year of publication:	1994
Authors:	Schibrowsky, John A. ; Lapidus, Richard S.
Published in:	Journal of Consumer Marketing. - MCB UP Ltd, ISSN 0736-3761, ZDB-ID 2032361-X. - Vol. 11.1994, 1, p. 15-26
Publisher:	MCB UP Ltd
Subject:	Coding \| Complaints \| Customer service \| Data collection \| Product quality \| Research \| Sales methods \| Service quality \| TQM

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/07363769410053664 [DOI]
Source:	Other ZBW resources

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