Gaining a Competitive Advantage by Analyzing Aggregate Complaints
- 1 March 1994
- journal article
- Published by Emerald Publishing in Journal of Consumer Marketing
- Vol. 11 (1) , 15-26
- https://doi.org/10.1108/07363769410053664
Abstract
While many firms have developed programs to handle individual complaints, few have implemented programs to analyze aggregate complaints over time. Attempts to fill that void and outlines a method to analyze and manage aggregate complaints. This is a critical part of a complete complaint management program.Keywords
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