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Keywords: Grey systems
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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
... Financial institutions Banking services Fintechs Digitalization Grey systems Management system The literature on banking services has emphasized complaint management as a critical success factor as it directly affects customer satisfaction and loyalty (Cambra-Fierro et al., 2016...
