Linking complaint management to profit
UNSPECIFIED. (2001) Linking complaint management to profit. INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 12 (1). pp. 60-69. ISSN 0956-4233Full text not available from this repository.
This paper contends that complaint management should result in customer satisfaction but more importantly it should lead to operational improvement and improved financial performance. It is argued that many organisations ignore the operational value of complaints and as a result man?, complaint processes seem geared to trying to mollify customers rather than ensuring that problems do not reoccur Using data from an empirical benchmarking study. based on a detailed questionnaire completed by customer service managers in 40 UK organisations, the relationships between seven key variables, complaint processes, satisfaction, retention, process improvement, employee attitude and retention, and financial performance are calculated and a relationship model developed The results expose significant correlations between all variables in the model, as a result four acid tests of complaint management are proposed. It is suggested that financial improvements may be better leveraged by bringing about organisational improvements and by ensuring complaint processes are "staff-friendly", rather than simply trying to satisfy customers.
|Item Type:||Journal Article|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management|
|Journal or Publication Title:||INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT|
|Publisher:||MCB UNIV PRESS LTD|
|Number of Pages:||10|
|Page Range:||pp. 60-69|
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