Relevant bibliographies by topics / Customer complaint handling

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Customer complaint handling'

Author: Grafiati
Published: 4 June 2021
Last updated: 18 February 2022

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Journal articles on the topic "Customer complaint handling"

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Permana, Rezi Muhamad Taufik, and Roro Arinda Reswanti Julian Pratama. "Making Effectiveness Customer Complaint Handling." Almana : Jurnal Manajemen dan Bisnis 4, no. 2 (2020): 237–43. http://dx.doi.org/10.36555/almana.v4i2.1398.

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The quality of service provided by each Bank becomes a differentiator and becomes a consideration for customers to be loyal to the Bank. With increasing competition in the service and manufacturing sectors, the strategic focus has shifted to determining retention strategies for customers. The speed of handling complaints is measured by SLA (Services Level Agreement), where each bank is required to settle customer complaints a maximum of 20 working days. For this reason, the company has a great responsibility to be able to handle customer complaints following the established SLA (Services Level
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Chiou, Wen-Bin. "Customers' Attributional Judgments towards Complaint Handling in Airline Service: A Confirmatory Study Based on Attribution Theory." Psychological Reports 100, no. 3_suppl (2007): 1141–50. http://dx.doi.org/10.2466/pr0.100.4.1141-1150.

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Besides flight safety, complaint handling plays a crucial role in airline service. Based upon Kelley's attribution theory, in the present study customers' attributions were examined under different conditions of complaint handling by the airlines. There were 531 passengers (216 women; ages 21 to 63 years, M = 41.5, SD = 11.1) with experiences of customer complaints who were recruited while awaiting boarding. Participants received one hypothetical scenario of three attributional conditions about complaint handling and then reported their attributional judgments. The findings indicated that the
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Kumar, Nirmal, and Ajeya Jha. "Pharmaceutical Product Complaint Handling." International Journal of Public and Private Perspectives on Healthcare, Culture, and the Environment 3, no. 2 (2019): 43–58. http://dx.doi.org/10.4018/ijppphce.2019070103.

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The customer complaint is considered an expression of dissatisfaction against the quality of the product or information associated with them. An effective mechanism for product complaint handling is one of the essential business requirements of the pharmaceutical industry. The customer complaints have the potential to jeopardize the firm's reputation and trigger regulatory action. This study shows that the prevailing complaint handling practices in the pharmaceutical sector follow a random and independent approach without synchronizing the strategy with the gross interest of stakeholders. The
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Ahmed, Rizwan Raheem, Jolita Vveinhardt, Usman Ali Warraich, Syed Shabib Ul Hasan, and Akhter Baloch. "Customer Satisfaction & Loyalty and Organizational Complaint Handling: Economic Aspects of Business Operation of Airline Industry." Engineering Economics 31, no. 1 (2020): 114–25. http://dx.doi.org/10.5755/j01.ee.31.1.8290.

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The undertaken study examines economic aspects of business operations of the airline industry vis-à-vis organizational complaint handling and customer loyalty. For this purpose, we used a structured questionnaire to collect sample data of 200 respondents from university students and households of Pakistan who are the customers of the airline industry. We employed five independent variables, namely, response time, complaint resolution perfection, executives’ attitude, brand image and responsiveness to complaints. We used the descriptive analysis and SEM-based approaches; namely, confirmatory an
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Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran. "Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing." Journal of Marketing 62, no. 2 (1998): 60–76. http://dx.doi.org/10.1177/002224299806200205.

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Many companies consider investments in complaint handling as means of increasing customer commitment and building customer loyalty. Firms are not well informed, however, on how to deal successfully with service failures or the impact of complaint handling strategies. In this study, the authors find that a majority of complaining customers were dissatisfied with recent complaint handling experiences. Using justice theory, the authors also demonstrate that customers evaluate complaint incidents in terms of the outcomes they receive, the procedures used to arrive at the outcomes, and the nature o
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Mustofa, Mustofa. "Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Nasabah Bank Syariah." Al-Buhuts 12, no. 1 (2016): 39–59. http://dx.doi.org/10.30603/ab.v12i1.920.

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The purpose of this study are: (1) To determine and analyze the influence of service quality, complaint handling, and corporate image partially on customer loyalty. (2) To determine and analyze the influence factors of service quality, complaint handling, and image simultaneously on customer loyalty. This study is a survey, the research done on large or small populations. The population of this research is all bank customers Muamalat branch Gorontalo and customers as sample of 100 people. Technical analysis of data using multiple regression using SPSS 22.0.The study results showed that the qua
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Morgeson, Forrest V., G. Tomas M. Hult, Sunil Mithas, Timothy Keiningham, and Claes Fornell. "Turning Complaining Customers into Loyal Customers: Moderators of the Complaint Handling–Customer Loyalty Relationship." Journal of Marketing 84, no. 5 (2020): 79–99. http://dx.doi.org/10.1177/0022242920929029.

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Firms spend substantial resources responding to customer complaints, and the marketing profession has a long history of supporting that enterprise to promote customer loyalty. The authors question whether this response is always warranted or whether its effectiveness instead depends on economic, industry, customer–firm, product/service, and customer segment factors that may alter the firm’s incentives to compete on complaint management. To consider this question, they integrate economic and marketing theories and investigate factors that influence the complaint recovery–customer loyalty relati
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Ardiana, Dewa Putu yudhi, and I. Made Shaja Dwiputra. "Sistem Informasi Penanganan Keluhan Pelanggan di Rumah Sakit Umum Surya Husadha Denpasar Berbasis Web." MATRIK : Jurnal Manajemen, Teknik Informatika dan Rekayasa Komputer 18, no. 2 (2019): 257–67. http://dx.doi.org/10.30812/matrik.v18i2.405.

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The hospital as one of the largest health installations always strives to implement quality services because it has an impact on customer satisfaction and brings in new customers. Customer complaints that are not handled properly will adversely affect the impression of the hospital. The difficulty faced by Surya Husadha General Hospital Denpasar is handling customer complaints that are still manual by wrote to the paper. This method is considered not maximal in efforts to provide handling and managing customer complaints. The purpose of this research is to build an information system for handl
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Wulandari, Yuni, Denny Hernawan, and Irma Purnamasari. "SISTEM PENGELOLAAN PENGADUAN DALAM MENINGKATKAN KEPUASAN PELANGGAN PADA PDAM TIRTA KAHURIPAN KABUPATEN BOGOR." JURNAL GOVERNANSI 2, no. 2 (2017): 125. http://dx.doi.org/10.30997/jgs.v2i2.223.

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Regional Water Company (PDAM) is a company that is managed by the Local Government to operate as a body of community service that is selling services and trust in society. PDAM has to must still understand the behavior and wishes of the customers in the utilization of services of drinking water and the discretion of the company in the form term of service standards set, so as to provide a good service that causes customers to be satisfied. One of the PDAM in Indonesia is PDAM Tirta Kahuripan located in Bogor. PDAM Tirta Kahuripan is often get complaints from their customers. Of the Many custom
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Fan, Y.-W., Y.-F. Miao, and S.-C. Wu. "Customer complaints and service policy in electronic commerce." South African Journal of Business Management 44, no. 3 (2013): 15–20. http://dx.doi.org/10.4102/sajbm.v44i3.158.

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Handling customer complaints is an important strategy to retain customers. Therefore, in the event of service failure, e-retailers should concentrate on recovery policies. However, studies discussing prevention policies to avoid customer complaints are scant. This study collected 5933 real customer complaint data from an electronic commerce customer-service database and classified customer complaints into 6 types. The findings showed that a number of customers were dishonest and took advantage of recovery policies. After interviewing business managers and consultants, this research suggests th
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Dissertations / Theses on the topic "Customer complaint handling"

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YANG, BEIYAO, and XUE LI. "Complaint Handling : A multiple case study: key factors that influence the efficiency of complaint handling in manufacturing industry." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-54223.

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Manufacturers are transforming their business model from being a product dominant to a customer centric organization, in order to maintain competitive advantage, as well as deliver customer satisfaction thereby to build a long-term relationship with them. The management of complaint handling is regarded as a crucial contributor to its business performance. To identify key factors that influence the efficiency of complaint handling in manufacturing industry, it is important to start with an investigation of a company's internal complaint handling management. A multiple case study has been carri
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Schwab, Pierre-Nicolas. "Online complaint handling practices and the role of politeness in firm-customer interactions." Doctoral thesis, Universite Libre de Bruxelles, 2015. http://hdl.handle.net/2013/ULB-DIPOT:oai:dipot.ulb.ac.be:2013/217742.

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Following the call for further research on the organisational side of complaint handling, this research aims to explore actual firms’ complaint handling practices with a special focus on the role of politeness in firms-complaints interactions. This research is largely based on a dataset of naturally occurring exchanges obtained from the online public forum Les Arnaques – “The Scams” (www.lesarnaques.com). The setting is similar to a double-deviation scenario: the consumers had already complained once through the relevant company but were unsatisfied with the response. By lodging their complain
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Alameri, Abdulla. "Front-line service employees' service recovery performance : a practice theory-based study into customer complaint handling in the Abu Dhabi Police Force." Thesis, Nottingham Trent University, 2018. http://irep.ntu.ac.uk/id/eprint/33838/.

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Research Justification: Since 2011, the United Arab Emirates' federal government launched several programs emphasising high-quality service to customers. Subsequently, all federal and local agencies, including the Abu Dhabi Police, are now required to improve service recovery and customer complaint handling. Moreover, many scholars have focused on the relationship between service recovery and customer satisfaction and on the public's goodwill, trust, compliance, cooperation and commitment in public services. Research Objective: The primary objective of this paper is to explore and determine th
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Wijaya, Doddy Hendra. "STUDY OF SERVICE QUALITY IN THE PUBLIC BUS TRANSPORT: CUSTOMER COMPLAINT HANDLING AND SERVICE STANDARDS DESIGN : CASE STUDY: TRANSJAKARTA BUSWAY AND VÄRMLANDSTRAFIK AB BUS." Thesis, Karlstad University, Faculty of Economic Sciences, Communication and IT, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4574.

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Oad, Maneeka. "Customer churn analysis : the tactics of handling customer complains." Thesis, University West, Department of Economics and IT, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:hv:diva-457.

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<p>The Retention has been most important factors for the companies because the cost of looking for much higher than the cost of keeping relation with current customers. The customer retention is to understand your customers through the Customer Relationship management and the more you know about them the better: their expectations, satisfaction levels, demographic & geographic & psychographic tendencies If you understand more about your customers and know more about which customer groups are defecting to rival providers, more effective retention strategies can be developed. This is the key to
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Giry, Benoit. "La valeur des réclamations et la réaction économique. Sociologie et histoire d'un phénomène gestionnaire." Thesis, Bordeaux, 2016. http://www.theses.fr/2016BORD0309/document.

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Pourquoi et comment les grandes entreprises traitent-elles les réclamations de leur clientèle ? Quels effets ce traitement a-t-il sur les régulations internes des firmes ? Que peut espérer le réclamant ? Cette thèse se propose de traiter ce faisceau de questions par une enquête ethnographique menée dans deux grandes entreprises françaises. S’appuyant sur l’outillage analytique développé par Albert O. Hirschman, elle propose une description historique et sociologique des pratiques de traitement des réclamations. Ainsi, elle souhaite contribuer à la problématique de l’influence du destinataire f
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Chen, Hsin-Juang, and 陳星榮. "The Decision Support System of Customer Complaint Handling for the Machining Tool Industries." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/54901104103743097916.

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碩士<br>東海大學<br>工業工程學系<br>89<br>Efficient response to the complaints from customers is an important index of the company’s performance. Complaints reflect the defects from a company, such as product design, service, production flow, company organization, etc. These defects will damage customers’ right and company’s reputation. In this research, customer complaints include poor quality of products, faults of machines and inappropriate handlings from the salesperson. Machines for production are the key assets for a manufacturing company. Customers have strong demands for quick responses to their c
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Ding, Zhen-Yuan, and 丁振原. "The Development of Customer Complaint Handling Mode for Printed Circuit Board Industries Using Data Mining Techniques." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/28339593040338390074.

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碩士<br>元智大學<br>工業工程與管理學系<br>91<br>In today’s competitive manufacturing, a quick response to corrective action request (CAR) from customers is a very important issue. In the printed circuit board (PCB) industries, the defective issue from customers is recorded in CAR by the quality engineers and then the countermeasures are proposed for this issue immediately. The focus of this research is on the development of a handling model of the customer complaint for the PCB industries. The handling model of the customer complaint based on data mining technology will be developed to address va
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Cheng-Fu, Chen, and 陳正富. "Applying Expectation Confirmation Theory to Study the Repurchase Intention of Integrated Circuit Designed Products: The Moderating Effect of Customer Complaint Handling." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/ev8eev.

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碩士<br>開南大學<br>資訊學院碩士在職專班<br>104<br>Integrated Circuit designed products were widely applied in major electronic products. These integrated Circuit designed products were applied in computer products, such as Central Processing Unit, Graphic Card, North and South Bridge Chips, Peripheral Circuits etc. Computer products used to be major products for in the industry of IC designs. As the PC market becomes saturated, the growth of these IC products became worse. IC designed products were used in the trend of digital integration, such as mobile phones, built-in MP3, digital still cameras, wireless
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SAPUTRA, ABADI DWI. "ANALYSIS OF TRAIN PASSENGER RESPONSES ON PROVIDED SERVICES (CASE STUDY PT KERETA API INDONESIA AND STATENS JARNVARGAR (SJ) AB, SWEDEN)." Thesis, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-6663.

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Railway is one of public transport mode on land transportation. Railways, as mass public transport modes, have unique characteristics. It has large capacity, high safety level, and free from traffic jam. Those characteristics make railway a primary public transportation. In  fact, even railway transportation has a lot of benefits for society life but they still faced by the problem. Service quality level of Railways transportation is still low compared with other transportation modes. At present railways operation is still colored with the delay, limited condition vehicle, and unclear train tr
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Books on the topic "Customer complaint handling"

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Effective complaint handling in health care. American Hospital Pub., 1990.

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Burns, William. Use of complaint handling systems to increase customer satisfaction, within the framework of the European Quality Award model. The Author], 1997.

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Eimannsberger, Markus. Handling customer complaints: A guide to keeping your customers. Norbert Muller, 1993.

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Department for Work and Pensions: Handling customer complaints. Stationery Office, 2008.

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Margetts, R. CUSTOM: An expert system approach to handling customer complaints in the catering environment : a report. [Employment Department Group], 1991.

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Lockwood, P. Wendy. Repositioning delivery quality in the water supply industry: An evaluation of the issues facing the water companies in repositioning themselves in the market place following privatisation, in connection with the actual and perceived quality of delivery of customer services and the handling of complaints. The Polytechnic, 1991.

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Simon, Morris. 14 Redress. Oxford University Press, 2016. http://dx.doi.org/10.1093/law/9780199688753.003.0014.

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This chapter concerns the seven principal aspects of redress under the Financial Services and Markets Act (FSMA) 2000. Redress may be due when the primary goal of consumer protection has failed to attain its objective and a customer suffers loss or inconvenience. This chapter considers the Financial Conduct Authority’s (FCA) requirements for firms with regard to complaint handling. It also looks at the process by which disputes between retail customers and regulated firms can be brought to the Financial Ombudsman Service (FOS) and the way in which the FOS will decide a dispute. The process by
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About handling customer complaints. Scriptographic, 1989.

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About handling customer complaints. Scriptographic, 1990.

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About handling customer complaints. Scriptographic Publications Ltd., 1988.

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Book chapters on the topic "Customer complaint handling"

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Blanding, Warren. "Organizing the Complaint Handling System Proactively." In Practical Handbook of CUSTOMER SERVICE OPERATIONS. Springer US, 1989. http://dx.doi.org/10.1007/978-1-4613-1645-9_24.

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Blanding, Warren. "Training Personnel in Effective Complaint Handling." In Practical Handbook of CUSTOMER SERVICE OPERATIONS. Springer US, 1989. http://dx.doi.org/10.1007/978-1-4613-1645-9_25.

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Effey, T., and R. Schmitt. "Efficient analysis, handling and use of customer complaints." In Enabling Manufacturing Competitiveness and Economic Sustainability. Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-23860-4_78.

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Tarhini, Bassam, and Dana Hayek. "The Effect of Proper Complaint Handling on Customers’ Satisfaction and Loyalty in Online Shopping." In Business Revolution in a Digital Era. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-59972-0_28.

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Okan, Elif Yolbulan, and Gulberk Gultekin Salman. "Handling Private Label Customer Complaints to Improve Customer Satisfaction." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-0257-0.ch007.

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There have been disruptive changes in retail industry due to changing consumer expectations and hyper competition. The aim of the current study is to provide an initial attempt at addressing a less researched area: customer dissatisfaction with private label brands. Since retailers are in search of finding new sources of competitive advantage—besides cost advantage—customer intimacy, complaint management, and creating secondary customer satisfaction for private label loyalty is an essential strategy in today's retailing industry. This study covers a review on private label branding and customer complaint management literature. In order to provide support for the existing literature, in depth interview with managers of two leading retailers is included in the study. The findings reveal the need and importance of focusing on antecedents of customer complaints and developing recovery strategies for gaining secondary satisfaction.
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Beck, Roman, and Jochen Franke. "Designing Reputation and Trust Management Systems." In E-Commerce Trends for Organizational Advancement. IGI Global, 2010. http://dx.doi.org/10.4018/978-1-60566-964-9.ch007.

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This article analyzes the handling of customer complaints after shipping ordered goods by applying automated reputation and trust accounts as decision support. Customer complaints are cost intensive and difficult to standardize. A game theory based analysis of the process yields insights into unfavorable interactions between both business partners. Trust and reputation mechanisms have been found useful in addressing these types of interactions. A reputation and trust management system (RTMS) is proposed based on design theory guidelines as an IS artifact to prevent customers from issuing false complaints. A generic simulation setting for analysis of the mechanism is presented to evaluate the applicability of the RTMS. The findings suggest that the RTMS performs best in market environments where transaction frequency is high, individual complaint-handling costs are high compared to product revenues, and the market has a high fraction of potentially cheating customers.
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Gannon-Leary, Pat, and Michael D. Mccarthy. "Handling complaints." In Customer Care. Elsevier, 2010. http://dx.doi.org/10.1016/b978-1-84334-570-1.50007-3.

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Dinnen, Rosalynn, and Ahmed Hassanien. "Handling Customer Complaints in the Hospitality Industry." In Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-3631-6.ch005.

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Drawing on associated literature and empirical research, this paper examines the engagement and expertise of hotels in handling customer complaints. This is of considerable interest to practitioners and academics within the field of hospitality management. The study explores hotel management’s attitudes and practices toward handling customer complaints within the hospitality industry in Scotland. In this paper, the authors analyze case study interviews with four and five star hotel managers in Scotland. The findings reveal that encouraging customer complaints and feedback should be seen as a way in which to develop a better relationship with and retain customers. The results also confirm the importance of having employee training in the area of customer complaints, recommending that employees handle complaints themselves. Furthermore, the study suggests that hotels must be well equipped for logging, processing and analyzing complaints. Management implications and areas for further research are also discussed.
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Samanta, Irene. "Customers' Satisfaction and Loyalty in the Economic Recession." In Strategic Marketing in Fragile Economic Conditions. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-6232-2.ch004.

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This chapter examines the main criteria that influence customer satisfaction and its effects on a case bank. The study identifies the actions that banks take into account and analyses the elements that can be improved in order to keep their customers satisfied and loyal during the economic recession. The research clarifies the satisfaction criteria, including ease of access, service provided, products and personnel, that are perceived as important in the evaluation of customer satisfaction. Quantitative research was conducted with 419 customers of a Greek bank. The results unexpectedly showed that respondents were satisfied with the bank. Competitive advantages were based mainly on quality service and personnel. Customers continue to use the bank for their transactions and to recommend new customers. The results also confirm the hypotheses that “total customer satisfaction” is related to “loyalty,” “recommendation,” and “complaints handling.” However, in general their interrelationships did not fit the linear regressions cases.
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Vishwakarma, Suresh, and Alka Dwivedi. "Customers' Expectations from Frontline Managers in Utility Sector." In Advances in Marketing, Customer Relationship Management, and E-Services. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-5225-0143-5.ch006.

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Consequent to power sector reforms, customers' satisfaction is gaining vital importance at power distribution companies. Customers are now getting a choice of choosing their electricity supplier as well as options of investing in their own power generating equipment. The threat of losing customers is driving power distribution companies towards ensuring customer satisfaction. Apart from availability of electricity supply on a 24 / 7 basis, electricity customers now expect ease in getting new electricity connection, advice on most suitable category of supply, timely meter reading, billing, and handling of grievance. To provide customers with great satisfaction, power distribution companies have to give quality attention to offering excellent services that attracts customers and clear up all customers' complaints. Frontline managers play a very significant role in the electric utility companies. They act as an inter-face between the customers / public and the company. This chapter attempts to elaborate customers' expectations from the frontline managers in power distribution companies.
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Conference papers on the topic "Customer complaint handling"

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Trappey, Amy J. C., Ching-Hung Lee, Wen-Pin Chen, and Charles V. Trappey. "A framework of customer complaint handling system." In 2010 7th International Conference on Service Systems and Service Management (ICSSSM 2010). IEEE, 2010. http://dx.doi.org/10.1109/icsssm.2010.5530119.

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Fujita, Satoru, Donghao Wang, Kazuki Okawara, and Junichi Hoshino. "Complaint Handling Training VR System using Customer Agent." In ICBBE '19: 2019 6th International Conference on Biomedical and Bioinformatics Engineering. ACM, 2019. http://dx.doi.org/10.1145/3375923.3375951.

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Juliarta, Made Dwita, Achmad Nizar Hidayanto, Ave Adriana Pinem, and Putu Wuri Handayani. "COMPLAINT HANDLING THROUGH SOCIAL MEDIA: PERCEIVED JUSTICE AND CUSTOMER SATISFACTION." In International Conference Web Based Communities and Social Media 2019. IADIS Press, 2019. http://dx.doi.org/10.33965/wbc2019_201908l036.

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Chao, Hsin-Chieh, Kai-An Tang, Yin-Hsin Liu, and Chang-Yu Hsu. "Using kernel density estimation to target customer complaint handling service." In 2017 19th Asia-Pacific Network Operations and Management Symposium (APNOMS). IEEE, 2017. http://dx.doi.org/10.1109/apnoms.2017.8094130.

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Shuang Dong and Zhihong Wang. "Evaluating service quality in insurance customer complaint handling throught text categorization." In 2015 International Conference on Logistics, Informatics and Service Sciences (LISS). IEEE, 2015. http://dx.doi.org/10.1109/liss.2015.7369671.

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Lu, Xiangnan, Yufeng Yang, and Hongdan Qin. "The Research on Personal Internet Banking Service Quality and Customer Loyalty Based on Complaints Handling." In 2010 International Conference on Management and Service Science (MASS 2010). IEEE, 2010. http://dx.doi.org/10.1109/icmss.2010.5577199.

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