A methodology to map customer complaints and measure customer satisfaction and loyalty
In this study, an analysis was conducted for the relationships between the main components of customer relationship management (CRM) and customer complaints in the domain of logistics and transport. Today, complaints and the handling of complaints play a pivotal role in customer relationships. Moreo...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
SpringerLink
2014
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| Online Access: | http://hdl.handle.net/20.500.11937/34632 |