@article{hakiri2012efficient,
  title = {For an Efficient Complaints Management System for Banks: A Conceptual Framework and an Exploratory Study},
  author = {Wissem Hakiri},
  year = 2012,
  url = {https://ibimapublishing.com/articles/JMRCS/2012/624789/},
  journal = {Journal of Marketing Research and Case Studies},
  volume = (2012),
  pages = 11,
  doi = 10.5171/2012.624789,
  abstract = {This research reviews a concept which is still relatively less considered by retail banks: managing complaints. A review of literature will highlight the importance of managing complaints by banks in a CRM approach. Then, analyzing the contents of real complaints in 4 different banks allowed us to form a database. This database allows researchers and bankers alike a better view of banking complaints and will give us the opportunity to suggest concrete recommendations on how to improve complaints management.},
  keywords = {Banking, services marketing, CRM, complaints management.},
  note = Article ID: 624789
}