Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement
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DOI: 10.1108/ijppm-08-2022-0430
Abstract: PurposeThis paper compares traditional and digital banks in nine categories of complaints and provides insights to improve complaint management performance.Design/methodology/approachA sample of the major Brazilian banks was defined, with four traditional and four digital banks.… read more here.
Keywords: digital banks; traditional digital; complaint management; service ... See more keywords