Sitko‐Lutek, Agnieszka; Chuancharoen, Supakij; … - In: Industrial Management & Data Systems 110 (2010) 9, pp. 1402-1419
Purpose – The paper aims to examine existing information flows formally and informally within a customer complaint handling process, and to identify possible improvement areas to strengthen the effectiveness of this process in the workplace. These objectives are derived from the fact more than...