Author :
Publisher :
Page : 24 pages
File Size : 41,10 MB
Release : 1981
Category : Consumer complaints
ISBN :
[PDF] Managing Consumer Complaints eBook
Managing Consumer Complaints Book in PDF, ePub and Kindle version is available to download in english. Read online anytime anywhere directly from your device. Click on the download button below to get a free pdf file of Managing Consumer Complaints book. This book definitely worth reading, it is an incredibly well-written.
Complaint Management and Channel Choice
Author : Stefan Garding
Publisher : Springer
Page : 0 pages
File Size : 22,75 MB
Release : 2015-06-01
Category : Business & Economics
ISBN : 9783319181783
This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.
Managing Consumers' Online Complaints
Author : Young Lyoul Lee
Publisher : 길잡이미디어
Page : 128 pages
File Size : 15,83 MB
Release : 2006-02-24
Category : Consumer complaints
ISBN : 8980313438
Consumer complaints in the Internet forum have posed as a big threat for companies. However, little attention has been given to this issue so far. The users in the Internet forum can be categorized into three groups: complainers, repliers to the messages, and observers who only read the complaints or replies. This study explores how a company's response to complaints online affects the evaluation of the company by the observers, who are major users of the Internet forum. More specifically, this study examines how a company can select a response strategy to protect its reputation according to the context of the complaint. Psychology and Communication on the Internet Content Analysis of Web site Conceptual Model and Hypotheses Study 1 Study 2 Managerial Implications and Recommendations
Effective Complaint Management
Author : Bernd Stauss
Publisher : Springer
Page : 496 pages
File Size : 41,1 MB
Release : 2019-01-31
Category : Business & Economics
ISBN : 3319987054
This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
Author : Alireza Faed
Publisher : Springer Science & Business Media
Page : 366 pages
File Size : 40,9 MB
Release : 2013-06-12
Category : Technology & Engineering
ISBN : 3319003240
This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). After a comprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM) framework, which integrates text analytics, type mapping, SPSS, structural equation modeling, and linear and fuzzy approaches. This new methodology, in contrast to previous ones, is able to handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solution to the major complaints of the key customers, hence promoting business development. The thesis also describes the successful application of the method to a real-world case, represented by the immeasurable truck drivers complaints at the Fremantle port in Western Australia.
Managing Consumer Complaints
Author :
Publisher :
Page : 16 pages
File Size : 19,26 MB
Release : 1981
Category : Consumer complaints
ISBN :
Serving the American Public
Author : Albert Gore
Publisher : DIANE Publishing
Page : 43 pages
File Size : 22,66 MB
Release : 1997-06
Category :
ISBN : 0788140175
Fed. agencies were directed to survey their customers to see what kind of service people want and whether they are getting it; to give customers choices and easy access; and to develop a way for citizens to complain and get problems fixed. To comply, agencies embarked on this series of benchmarking studies. Contents: summary of best practices (leadership strategies for satisfying customers; info. and analysis; planning; human resources development and mgmt.; customer focus, expectations and satisfaction; complaint process mgmt.; bus. results); reinventing complaint resolution; practices of benchmarking partners.
Serving the American Public
Author : National Performance Review (U.S.)
Publisher :
Page : 46 pages
File Size : 10,68 MB
Release : 1996
Category : Business & Economics
ISBN :
Consumer Complaint Handling in America
Author : Technical Assistance Research Programs (Firm)
Publisher :
Page : 224 pages
File Size : 33,71 MB
Release : 1979
Category : Complaints (Administrative procedure)
ISBN :
Handling Customer Complaints
Author : Lemuel Dowdy
Publisher :
Page : 32 pages
File Size : 35,94 MB
Release : 1980
Category : Consumer complaints
ISBN :