Customer Relationship Management (CRM): Complaints

 

One factor that influences perceptions of recovery efforts is consumer expectations while a second factor to consider in assessing the effectiveness of service recovery efforts is understanding proble ...

This provocative article argues that companies who promise high-quality service inevitably break that promise and lose their custom. The reason is simple: the cost of employing the staff who can provi ...

BT is in the eye of the telecommunications revolution and has experienced massive change over the past few years in the face of both regulation and increasing competition. PIERRE DANON, chief executiv ...

Customer loyalty and profitability are traditionally seen as being inextricably tied to each other. This paper identifies strategies for building customer loyalty, including knowing your core customer ...

A year ago the world was over-valuing internet companies. This articles asks 'Can you calculate customer values?' It says that measurement of performance is fundamental. The real aim of understandi ...

Argues that advertisers and their agencies must start to act together in countering flawed complaints against advertisements. Complaints are rising in numbers, and adjudications (by the ITC, the ASA e ...

Advertising, to break through consumer indifference, may increasingly carry provocative content, which may offend certain groups (including those outside the target): recent examples are Benetton and ...

A research study revealed that a third of e-shoppers feel that on-line is more complicated than visiting a store and 17% noted that things are more likely to go wrong during e-shopping trips. Some of ...

This paper depicts an industry ripe for radical change. The car manufacturing and marketing industry today is hyper-competitive. Having taken care of the production side, car companies must now give u ...

Customer complaint is growing in America, often exacerbated by poor handling, e.g. of help lines. The Internet enables such rage to spread very fast, and it can seriously damage a business, as has bee ...

One of the hot debate topics today centres around the roles played by customer satisfaction and value perception: how they interact with each other and affect brand equity, and ultimately influence pu ...

Customer satisfaction analyses often suffer from the fact that it is difficult to compress the large amount of gathered data material into relevant, concrete action recommendations for decision makers ...

A case history read at the AMSO Annual Conference, 1993. It describes how the Royal Bank of Scotland, following a radical change in objectives and strategy, set up and benefited from a more subtle res ...

Qualitative research explored why customers do not complain after experiencing service failure. In quantitative research different types of noncomplainers and of complainers were compared. Findings ch ...

The paper aims to determine the various demographic variables and to profile complainers and non-complainers on psychographic variables, attitudes towards business in general, product attributes and a ...

Employing elements of organisational theory and service recovery research, the authors examine how employees’ perceptions of shared values and organisational justice can stimulate customer-directed ex ...

The paper examines behavioural outcomes following customer-initiated contact (CIC) with a manufacturer, and develop a framework to explain the impact of vendor performance during CIC on a customer’s s ...

Self-service technologies (SSTs) are increasingly changing the way customers interact with firms. In this research, the authors describe findings from a critical incident study based on 800+ incidents ...

This paper identifies differences between market and customer research and emphasises their importance in maximising good customer relations. Customer research, for example, involves communication (no ...

Since service failures often cause a strong reaction in customers, companies need to react with positive and effective recovery efforts in order to retrieve the situation. The authors construct a theo ...

This article examines complaint handling operations in companies and finds strong evidence that many complaining customers are dissatisfied with recent complaint handling experiences. Using justice t ...