TY  - JOUR 
AU  - Rodríguez Escudero, Ana Isabel
AU  - Phabmixay, Chanthaly S.
AU  - Rodríguez Pinto, Javier
PY  - 2019
SN  - 1478-3363
UR  - http://uvadoc.uva.es/handle/10324/39060
AB  - This research provides new developments in the conceptualization of the complaint
management system by examining the benefits of the standardization of the complaint
management process. In line with a mechanistic approach of organizational...
LA  - eng
PB  - Taylor & Francis
KW  - Relaciones con los clientes - Gestión
KW  - Gestión de empresas
KW  - Gestión de quejas
KW  - consumidor - satisfación
TI  - Benefits from the standardisation of the complaint management system
DO  - 10.1080/14783363.2019.1633295
ER  -