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
Keywords Complaint management, Custnmers, Marketing, Strategic intelligence
Persistent URL dx.doi.org/10.3917/mama.044.0005
Journal Market Management: Marketing and Communication.
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