... transferrals are connected to explorative future developmental actions. © Emerald Group Publishing Limited 2010 Customer satisfaction Complaints Feedback Learning organizations Product development Sweden March (1991) provides a discussion about implicit and explicit choices when...

...Susan Hughes; Stanislav Karapetrovic Purpose The purpose of this paper is to provide an analysis of the ISO 10002: 2004 standard from the perspective of its context within the ISO 10001/2/3 triad of customer satisfaction complaint system and ISO 9001 quality management system standards, its...

...Associate; Robert A. Hunt; Ms Catherine P. Killen; Verónica González Bosch; Francisco Tamayo Enríquez Purpose To present a simple yet comprehensive customer complaint management system (CCMS) which includes tools and concepts from total quality management (TQM) and quality function deployment (QFD...

... with regard to the application of quantitative methods that can help managers in the decision‐making process. Results of research carried out in a bank are presented, focusing the main aspects of the service recovery process after a complaint has occurred. A specific methodology is proposed to analyse...