Article thumbnail
Location of Repository

Linking complaint management to profit

By 

Abstract

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

Topics: HD28
Publisher: MCB UNIV PRESS LTD
OAI identifier: oai:wrap.warwick.ac.uk:12365
Sorry, our data provider has not provided any external links therefore we are unable to provide a link to the full text.

Suggested articles


To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.