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A novel framework for customer complaint management

Published:2016-10-25 Issue:13-14 Volume:36 Page:675-698
ISSN:0264-2069
Container-title:The Service Industries Journal
language:en
Short-container-title:The Service Industries Journal

Author:

Hsiao Yu-Hsiang¹,Chen Li-Fei²,Choy Yoon Leng²,Su Chao-Ton³

Affiliation:

1. Department of Business Administration, National Taipei University, New Taipei City, Taiwan

2. Department of Business Administration, Fu Jen Catholic University, New Taipei City, Taiwan

3. Department of Industrial Engineering & Engineering Management, National Tsing Hua University, Hsinchu, Taiwan

Funder

Ministry of Science and Technology

Publisher

Informa UK Limited

Subject

Management of Technology and Innovation,Strategy and Management

Link

https://www.tandfonline.com/doi/pdf/10.1080/02642069.2016.1272592

Reference61 articles.

1. The current state of six sigma application in services

2. An application of six sigma methodology to enhance leisure service quality

3. Data mining framework based on rough set theory to improve location selection decisions: A case study of a restaurant chain

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