Customer service, complaints management and regulatory compliance

Journal of Financial Regulation and Compliance

Volumn 10, Issue 1, 2002, Pages 37-54

  Terentis, Joy ^a   Sander, Fabian ^a,b   Madden, Maureen ^a   Stone, Merlin ^a,c,d,e,f,g   Cox, David ^a,f  

^a IBM   (United Kingdom)

^b Bristol Business School ^*  (Germany)

^c UNIVERSITY OF THE WEST OF ENGLAND   (United Kingdom)

^d IBM s Business Innovation Services   (United Kingdom)

^e QCI Ltd   (United Kingdom)

^f Swallow Information Systems Ltd   (United Kingdom)

^g Viewscast Ltd   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84986087341     PISSN: 13581988     EISSN: 17400279     Source Type: Journal    
DOI: 10.1108/13581980210810111     Document Type: Article

References (4)

1. For details of this work, see Stone, M., Starkey, M. and Woodcock, N. (2000) ‘The customer management scorecard’, Business Intelligence 2000
2. Woodcock, N., Starkey, M., Stone, M., Weston, P. and Ozimek, J. (2001) ‘The State of the Nation II 2002: How companies are creating and destroying economic value through customer management’, QCi.
3. This is an update on an earlier report using CMAT scores to show compliance with data protection law - for more on this see Stone, M., Findlay, G., Evans, M. and Leonard, M. (2001) ‘Data chaos a court case waiting to happen’, International Journal of Customer Relationship Management, Vol. 4, No. 2, pp. 169-184.
4. Stone et al. (2001) ‘Data chaos a court case waiting to happen’, International Journal of Customer Relationship Management, Vol. 4, No. 2, pp. 169-184.