Managing customer complaints in distribution
International Journal of Physical Distribution
ISSN: 0020-7527
Article publication date: 1 March 1972
Abstract
“The customer service complaint is universal in physical distribution operations. It is inevitable that even the most efficient of distribution systems will occasionally have failures; it is equally inevitable that from these failures will emanate complaints. Only if an active and systematic effort is made to handle these complaints can they graduate … to become part of management's kit of tools in making its distribution system better and more responsive to the company's (and Its customers') needs.”
Citation
WAGNER, W. (1972), "Managing customer complaints in distribution", International Journal of Physical Distribution, Vol. 2 No. 3, pp. 126-131. https://doi.org/10.1108/eb038865
Publisher
:MCB UP Ltd
Copyright © 1972, MCB UP Limited