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https://www.researchgate.net/publication/254316166_Complaints-handling_processes_and_organisational_benefits_An_ISO_10002-based_investigation
Complaints-handling processes and organisational benefits: An ISO 10002-based investigation Article (PDF Available) in Journal of Marketing Management 28(9-10):1-22 · January 2011 with 2,004 Reads
https://www.tandfonline.com/doi/abs/10.1080/0267257X.2011.615335
Dec 30, 2016 · Benchmarking data provided by 144 organisations across four industry sectors are consolidated and mined to generate insights into the relationship between complaints-handling processes, as defined in ISO 10002, the International Standard for Complaints Handling, and a number of marketing-related outcomes.Cited by: 13
https://www.researchgate.net/profile/Francis_Buttle/publication/254316166_Complaints-handling_processes_and_organisational_benefits_An_ISO_10002-based_investigation/links/0deec520034d63bb44000000.pdf?origin=publication_detail
Complaints-handling processes and organisational benefits: An ISO 10002-based investigation Lawrence Ang, Macquarie University, Australia Francis Buttle, Macquarie University, Australia
https://www.researchgate.net/publication/254316166_Complaints-handling_processes_and_organisational_benefits_An_ISO_10002-based_investigation
Benchmarking data provided by 144 organisations across four industry sectors are consolidated and mined to generate insights into the relationship between complaints-handling processes, as defined in ISO 10002, the International Standard for Complaints Handling, and a number of marketing-related …
https://researchers.mq.edu.au/en/publications/complaints-handling-processes-and-organisational-benefits-an-iso-
Benchmarking data provided by 144 organisations across four industry sectors are consolidated and mined to generate insights into the relationship between complaints-handling processes, as defined in ISO 10002, the International Standard for Complaints Handling, and a number of marketing-related …Cited by: 13
https://www.academia.edu/10719500/Complaints-handling_processes_and_organisational_benefits_An_ISO_10002-based_investigation
Complaints-handling processes and organisational benefits: An ISO 10002-based investigation
https://www.iso.org/standard/35539.html
The complaints-handling process described is suitable for use as one of the processes of an overall quality management system. ISO 10002:2004 is not applicable to disputes referred for resolution outside the organization or for employment-related disputes. It is also intended for use by organizations of all sizes and in all sectors.Category: w
https://www.iso.org/iso/home/store/catalogue_ics/catalogue_detail_ics.htm?csnumber=65712
ISO 10002:2014 provides guidance on the process of complaints handling related to products within an organization, including planning, design, operation, maintenance, and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.Category: w
https://www.researchgate.net/publication/245507008_ISO_10002_Complaints_Handling_System_a_study
We conclude that complaints-handling processes that conform to ISO 10002 can yield significant marketing-related benefits, and we make recommendations for marketing practitioners.
https://www.iso.org/standard/71580.html
Jul 25, 2018 · This document gives guidelines for the process of complaints handling related to products and services within an organization, including planning, design, development, operation, maintenance and improvement. The complaints-handling process described is suitable for use as one of the processes of an overall quality management system.Category: p
https://www.iso.org/obp/ui/#!iso:std:71580:en
ISO 9001 specifies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes. The process for complaints handling described in this International Standard (ISO 10002) can be used as an element of a quality management system.
https://www.academia.edu/9513431/Complaints-handling_processes_and_organisational_benefits_An_ISO_10002-based_investigation
Benchmarking data provided by 144 organisations across four industry sectors are consolidated and mined to generate insights into the relationship between complaints-handling processes, as defined in ISO 10002, the International Standard for
https://eamr-accid.eu/wp-content/uploads/Volume-1-Issue-1-2.pdf
explore because the benefits of IHC should also be realized in feedback handling. In this paper, the application of ISO 10002:2004 in developing a Feedback-Handling System (FHS) for IHC is illustrated. A care continuum consisting of the Emergency Department (ED) and inpatients care in a Canadian hospital was assumed as an IHC case.
https://core.ac.uk/display/45567703
Although there have been a number of empirical investigations of International Standards, this is the first empirical study to investigate the influence of ISO 10002-conformant complaints-handling processes on marketing-related and broader outcomes.Author: Lawrence Ang and Francis Buttle
https://www.tandfonline.com/doi/abs/10.1080/02642069.2016.1272592
Dec 30, 2016 · A novel framework for customer complaint management. Complaining is one option available to customers to express their dissatisfaction with inadequate services. Their complaints contain valuable information for service providers to improve customer relationships and operational quality, which can ultimately enhance business profitability.Cited by: 5
https://www.researchgate.net/publication/286186158_An_ISO_100022004-Based_Feedback-Handling_System_for_the_Emergency_and_Inpatients_Care
PDF The development of an ISO 10002:2004-based system for handling unsolicited patient feedback within a continuum of care in a Canadian hospital is... Find, read and cite all the research you ...
https://www.saiglobal.com/PDFTemp/Previews/OSH/AS/AS10000/10000/10002-2006.pdf
ISO 9001 specifies requirements for a quality management system that can be used for internal application by organizations, or for certification, or for contractual purposes. The process for complaints handling described in this International Standard can be used as …
http://www.citethisforme.com/topic-ideas/business-marketing/customer%20complain-5915198
Jan 08, 2015 · customer complain - Business/Marketing bibliographies - in Harvard style . Change style powered by CSL. ... Complaints-handling processes and organisational benefits: An ISO 10002-based investigation 2012 - Journal of Marketing Management.
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