Managing customer complaints in distribution

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