Complaint management : comparison between traditional and digital banks and the benefits of using management systems for improvement

Pio, Pedro G. C.; Sigahi, Tiago F. A. C.; Rampasso, Izabela Simon; Satolo, Eduardo Guilherme; Serafim, Milena Pavan; Quelhas, Osvaldo Luiz Goncalves; Leal Filho, Walter; Anholon, Rosley

doi:10.1108/IJPPM-08-2022-0430

DC Element	Wert	Sprache
dc.contributor.author	Pio, Pedro G. C.	-
dc.contributor.author	Sigahi, Tiago F. A. C.	-
dc.contributor.author	Rampasso, Izabela Simon	-
dc.contributor.author	Satolo, Eduardo Guilherme	-
dc.contributor.author	Serafim, Milena Pavan	-
dc.contributor.author	Quelhas, Osvaldo Luiz Goncalves	-
dc.contributor.author	Leal Filho, Walter	-
dc.contributor.author	Anholon, Rosley	-
dc.date.accessioned	2025-12-10T10:58:31Z	-
dc.date.available	2025-12-10T10:58:31Z	-
dc.date.issued	2023-05-15	-
dc.identifier.issn	1758-6658	en_US
dc.identifier.uri	https://hdl.handle.net/20.500.12738/18500	-
dc.language.iso	en	en_US
dc.publisher	Emerald	en_US
dc.relation.ispartof	The international journal of productivity and performance management : IJPPM	en_US
dc.subject	Banking services	en_US
dc.subject	Complaint handling	en_US
dc.subject	Complaint management	en_US
dc.subject	Digitalization	en_US
dc.subject	Financial institutions	en_US
dc.subject	Fintechs	en_US
dc.subject	Grey systems	en_US
dc.subject	Management system	en_US
dc.subject.ddc	650: Management	en_US
dc.title	Complaint management : comparison between traditional and digital banks and the benefits of using management systems for improvement	en
dc.type	Article	en_US
dc.identifier.scopus	2-s2.0-85158912462	en
dc.description.version	PeerReviewed	en_US
tuhh.container.endpage	1070	en_US
tuhh.container.issue	4	en_US
tuhh.container.startpage	1050	en_US
tuhh.container.volume	73	en_US
tuhh.oai.show	true	en_US
tuhh.publication.institute	Department Gesundheitswissenschaften (ehemalig, aufgelöst 10.2025)	en_US
tuhh.publication.institute	Fakultät Life Sciences (ehemalig, aufgelöst 10.2025)	en_US
tuhh.publisher.doi	10.1108/IJPPM-08-2022-0430	-
tuhh.type.opus	(wissenschaftlicher) Artikel	-
dc.type.casrai	Journal Article	-
dc.type.dini	article	-
dc.type.driver	article	-
dc.type.status	info:eu-repo/semantics/publishedVersion	en_US
dcterms.DCMIType	Text	-
dc.source.type	ar	en
dc.funding.number	307536/2018-1	en
dc.funding.sponsor	Conselho Nacional de Desenvolvimento Científico e Tecnológico	en
dc.relation.acronym	CNPq	en
item.openairetype	Article	-
item.languageiso639-1	en	-
item.grantfulltext	none	-
item.creatorGND	Pio, Pedro G. C.	-
item.creatorGND	Sigahi, Tiago F. A. C.	-
item.creatorGND	Rampasso, Izabela Simon	-
item.creatorGND	Satolo, Eduardo Guilherme	-
item.creatorGND	Serafim, Milena Pavan	-
item.creatorGND	Quelhas, Osvaldo Luiz Goncalves	-
item.creatorGND	Leal Filho, Walter	-
item.creatorGND	Anholon, Rosley	-
item.cerifentitytype	Publications	-
item.creatorOrcid	Pio, Pedro G. C.	-
item.creatorOrcid	Sigahi, Tiago F. A. C.	-
item.creatorOrcid	Rampasso, Izabela Simon	-
item.creatorOrcid	Satolo, Eduardo Guilherme	-
item.creatorOrcid	Serafim, Milena Pavan	-
item.creatorOrcid	Quelhas, Osvaldo Luiz Goncalves	-
item.creatorOrcid	Leal Filho, Walter	-
item.creatorOrcid	Anholon, Rosley	-
item.openairecristype	http://purl.org/coar/resource_type/c_6501	-
item.fulltext	No Fulltext	-
crisitem.author.dept	Department Gesundheitswissenschaften (ehemalig, aufgelöst 10.2025)	-
crisitem.author.orcid	0000-0002-1241-5225	-
crisitem.author.parentorg	Fakultät Life Sciences (ehemalig, aufgelöst 10.2025)	-
Enthalten in den Sammlungen:	Publications without full text