Customer complaint journey mapping: a qualitative approach
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DOI: 10.1108/bfj-11-2019-0849
Abstract: This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors.,Research participants… read more here.
Keywords: customer complaint; complaint journey; journey mapping; complaint ... See more keywords