A Method to Detect Specific Causes of Consumer Complaints
Open Access
- 1 August 1964
- journal article
- research article
- Published by SAGE Publications in Journal of Marketing Research
- Vol. 1 (3) , 63-68
- https://doi.org/10.1177/002224376400100310
Abstract
This article shows how a statistical chart offers management a simple and economic tool for feeding back consumer complaint information. The method replaces haphazard trial-and-error procedures with a scientific, rational basis that indicates when and when not to conduct a search for specific causes of variation.Keywords
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