TY - JOUR AU - Phabmixay, Chanthaly S. AU - Rodríguez Escudero, Ana Isabel AU - Rodríguez Pinto, Javier PY - 2018 SN - 1833-3672 UR - http://uvadoc.uva.es/handle/10324/39059 AB - The literature highlights two main approaches to designing an effective complaint management system: the mechanistic and the organic. The mechanistic approach emphasizes the establishment of guidelines for the correct processing, attention and... LA - eng PB - Cambridge university press KW - Relaciones con los clientes - Gestión KW - Gestión de empresas KW - gestión de quejas KW - cultura de la organización KW - Comportamiento organizativo TI - Organizational antecedents to designing a comprehensive complaint management system DO - 10.1017/jmo.2018.73 ER -