THE DEVELOPMENT OF COMPLAINTS HANDLING STANDARDS IN SPA COMPANIES: A CASE STUDY ANALYSIS IN SPAIN
The aim of this paper is to analyze the key features of an effective complaint management process as well as to explore whether these systems are formally constituted in terms of standards or other models for complaints management. We use four case studies of spa organizations from Spain. The case s...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
2015-12-01
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| Series: | International Journal for Quality Research |
| Subjects: | |
| Online Access: | http://www.ijqr.net/journal/v9-n4/8.pdf |