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Keywords: Charities
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Journal Articles
Complaints‐handling procedures of human services charities: Prevalence, antecedents, and outcomes of strategic approaches
Available to Purchase
Managing Service Quality: An International Journal (2011) 21 (5): 484–510.
Published: 06 September 2011
...Roger Bennett; Sharmila Savani Purpose The purposes of the study are: to determine the prevalence of complaints systems within human services charities (HSCs); to identify the determinants of the adoption of complaints procedures; and to assess the outcome of strategic (rather than ad hoc...
