34 research outputs found
On the Importance of Complaint Handling Design : A Multi-Level Analysis of the Impact in Specific Complaint Situations
Given the large investments required for high-quality complaint handling design,
managers need practical guidance in understanding its actual importance for their
particular company. However, while prior research emphasizes the general relevance
of complaint handling design, it fails to provide a more differentiated perspective on
this interesting issue. This study, which is based on an integrative multi-level
framework and a dyadic dataset, addresses this important gap in research. Results
indicate that the impact of a company’s complaint handling design varies significantly
depending on the characteristics of the complaining customers with which the firm has
to deal. Further, this paper shows that, contingent on these characteristics, a company’s
complaint handling design can shape complainants’ fairness perceptions either
considerably or only slightly. Overall, findings suggest that companies should apply
an adaptive approach to complaint handling to avoid misallocation of attention,
energy, and resources
On the importance of complaint handling design: a multi-level analysis of the impact in specific complaint situations
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Customer retention management in the recession
The purpose of this article is to explore customer retention strategies and tactics implemented by firms in recession. Our investigations show just how big a challenge many organizations face in their ability to manage customer retention effectively. While leading organizations have embedded real-time customer life cycle management, developed accurate early warning systems, price elasticity models and ‘deal calculators’, the organizations we spoke to have only gone as far as calculating the value at risk and building simple predictive models