Customer product returns – feedback and knowledge management

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KLAPALOVÁ Alena

Druh Článek v odborném periodiku
Časopis / Zdroj Measuring Business Excellence
Citace
WWW https://doi.org/10.1108/MBE-11-2018-0099
Doi http://dx.doi.org/10.1108/MBE-11-2018-0099
Klíčová slova product returns; feedback; knowledge management; soft systems methodology; case study
Popis The purpose of this paper is to provide a multidimensional understanding of the management of feedback from customer product returns and the management practices that lead to the occurrence of product returns in the context of knowledge management. The characteristics of product returns indicate that to manage them requires specific knowledge management, as the nature of their management is rather complex.
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