TY  - JOUR
AB  - Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer satisfaction. Indeed, the former and the latter are nothing but synonymous expressions and quite compatible concepts. This paper treats the issue of complaints handling and management as essential for achieving customer retention and loyalty. It argues the principle, demonstrates the points through best practice application, and produces a roadmap and an audit tool for developing a culture which is not averse to handling complaints.
VL  - 12
IS  - 5
SN  - 0954-478X
DO  - 10.1108/09544780010341932
UR  - https://doi.org/10.1108/09544780010341932
AU  - Zairi Mohamed
PY  - 2000
Y1  - 2000/01/01
TI  - Managing customer dissatisfaction through effective complaints management systems
T2  - The TQM Magazine
PB  - MCB UP Ltd
SP  - 331
EP  - 337
Y2  - 2024/04/25
ER  -