A data-driven customer complaint management model for residential building companies
Sign Up to like & getrecommendations! Published in 2024 at "Architectural Engineering and Design Management"
DOI: 10.1080/17452007.2024.2306847
Abstract: ABSTRACT Many companies in charge of the development and construction of residential building projects do not appropriately manage customer complaint records, especially regarding providing feedback about quality. Data collection and procedures for data analysis are… read more here.
Keywords: complaint management; customer complaint; management; customer ... See more keywords
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