A methodology to map customer complaints and measure customer satisfaction and loyalty

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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...

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Bibliographic Details
Main Authors:	Faed, Alireza, Hussain, Omar, Chang, Elizabeth
Format:	Journal Article
Published:	SpringerLink 2014
Online Access:	http://hdl.handle.net/20.500.11937/34632

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