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Keywords: Complaint management
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Journal Articles
Complaint management: comparison between traditional and digital banks and the benefits of using management systems for improvement
Available to PurchasePedro G.C. Pio, Tiago Sigahi, Izabela Simon Rampasso, Eduardo Guilherme Satolo, Milena Pavan Serafim, Osvaldo L.G. Quelhas, Walter Leal Filho, Rosley Anholon
International Journal of Productivity and Performance Management (2024) 73 (4): 1050–1070.
Published: 15 May 2023
.... The most critical complaints identified were considered to discuss potential improvements in complaint management using quality and service management system concepts. Findings The GRA method enabled the development of a ranking of nine complaint categories, considering the uncertainty involved...
