@ARTICLE{Cieśla_Maria_Complaint_2019,
 author={Cieśla, Maria},
 volume={vol. 10},
 number={No 1},
 journal={Management and Production Engineering Review},
 howpublished={online},
 year={2019},
 publisher={Production Engineering Committee of the Polish Academy of Sciences, Polish Association for Production Management},
 abstract={The scientific goal of this article was to confirm the thesis that efficient complaint management can be one the company’s competitive advantage elements of in the sphere of logistic customer service. The theoretical part of the article presents basic foundations related to complaint management process as an important element of post-trade sales process in customer service. The research part presents an example of the implementation of efficient assumptions of the complaint management process on the example of a construction industry manufacturing company. Guidelines for the design and implementation of an effective and efficient complaint handling process are presented. An example of process analysis is done using appropriate quality tools.},
 type={Artykuły / Articles},
 title={Complaint management system in building material factory},
 URL={http://ochroma.man.poznan.pl/Content/111887/PDF/5-Ciesla.pdf},
 doi={10.24425/mper.2019.128243},
 keywords={complaint, complaint management, customer service, logistics strategy},
}