2007-12-01
Faire de l'intelligence économique au quotidien: Application à la gestion des réclamations
Publication
Publication
Market Management: Marketing and Communication. , Volume 7 - Issue 4 p. 5- 25
Our paper is linking complaint management and strategic intelligence. Customer complaints could he a useful source of information for strategic intelligence, This paper proposes conceptual models to understand the customer complaints process and its use to gather strategic intelligence, to help in counter-intelligence and influence strategic. It should help shaping a research program linking marketing (more specifically, customer complaints) and strategic intelligence. Managers mil aiso find some helpful advices to improve comphint management.
Additional Metadata | |
---|---|
, , , | |
doi.org/10.3917/mama.044.0005 | |
Market Management: Marketing and Communication. | |
Organisation | Sprott School of Business |
Larivet, S. (Sophie), & Brouard, F. (2007). Faire de l'intelligence économique au quotidien: Application à la gestion des réclamations. Market Management: Marketing and Communication., 7(4), 5–25. doi:10.3917/mama.044.0005
|