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@article{1548877, author = {Klapalová, Alena}, article_number = {2}, doi = {http://dx.doi.org/10.1108/MBE-11-2018-0099}, keywords = {product returns; feedback; knowledge management; soft systems methodology; case study}, language = {eng}, issn = {1368-3047}, journal = {Measuring Business Excellence}, title = {Customer product returns – feedback and knowledge management}, url = {https://doi.org/10.1108/MBE-11-2018-0099}, volume = {23}, year = {2019} }
TY - JOUR ID - 1548877 AU - Klapalová, Alena PY - 2019 TI - Customer product returns – feedback and knowledge management JF - Measuring Business Excellence VL - 23 IS - 2 SP - 149-164 EP - 149-164 SN - 13683047 KW - product returns KW - feedback KW - knowledge management KW - soft systems methodology KW - case study UR - https://doi.org/10.1108/MBE-11-2018-0099 L2 - https://doi.org/10.1108/MBE-11-2018-0099 N2 - 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. ER -
KLAPALOVÁ, Alena. Customer product returns – feedback and knowledge management. \textit{Measuring Business Excellence}. 2019, vol.~23, No~2, p.~149-164. ISSN~1368-3047. Available from: https://dx.doi.org/10.1108/MBE-11-2018-0099.
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