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2012 | nr 9 | 97--114
Tytuł artykułu

Efficiency of Answers for Customers' Complaints - Application in a Sample of French Companies

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The article presents information on customer service and its interaction with claiming customers regarding their dissatisfaction to products and services. It mentions a cross-sectional survey method that focuses on the interaction with customer service and actions on behalf of company. With the support of the French Association for Management of Customer Relations (AMARC), the study was conducted for large French companies and reveals that the response rate to dissatisfaction is quite low.(original abstract)
Opis fizyczny
  • AMARC (2011): 1ère cartographie des services réclamations clients des grandes entreprises; du traitement des réclamations-clients au management » de la satisfaction. Association de management pour la réclamation Client, Paris.
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