Customer complaints as a source of customer-focused process improvement: A constructive case study
Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not enoug...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
International Journal of Business Science and Applied Management
2008-01-01
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| Series: | International Journal of Business Science and Applied Management |
| Subjects: | |
| Online Access: | http://www.business-and-management.org/download.php?file=2008/3_1--1-13-Uusitalo,Hakala,Kautonen.pdf |