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The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.; Andreau, Luisa; Hanks, Lydia; Kim, … - In: International journal of retail & distribution management 41 (2013) 1, pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
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TQM and QFD: exploiting a customer complaint management system
González Bosch, Verónica; Tamayo Enríquez, Francisco - In: International Journal of Quality & Reliability Management 22 (2005) 1, pp. 30-37
successfully implemented CCMS can change the perspective of complaint management and transform the process of answering complaints … that already have their own database systems for storing and analyzing customer complaints in real time. The results were …, comprehensive systems for capturing, analyzing and translating customer complaints into adequate actions for focused improvement are …
Persistent link: https://www.econbiz.de/10014800285
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Employee attitude towards customers and customer care challenges in banks
George, Babu P.; Hegde, Purva G. - In: International Journal of Bank Marketing 22 (2004) 6, pp. 390-406
mission is undertaken in the context of customer complaints regarding failure in the delivery of banking services. The article …” traditionally attached to complaints should begin with a radical shift away from perceiving service production and consumption as …
Persistent link: https://www.econbiz.de/10014759824
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Service quality implementation: problems and solutions
Sharabi, Moshe; Davidow, Moshe - In: International Journal of Quality and Service Sciences 2 (2010) 2, pp. 189-205
Purpose – The purpose of this paper is to highlight the problems in the measurement of service quality, why management seems to ignore some of the costs of poor service quality, as well as the repercussions of this, and how to implement service quality correctly in organizations....
Persistent link: https://www.econbiz.de/10014802448
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The impact of cyberostracism on online complaint handling
S. Mattila, Anna; Andreau, Luisa; Hanks, Lydia; E. Kim, … - In: International Journal of Retail & Distribution Management 41 (2013) 1, pp. 45-60
about an online service failure. The authors seek to propose that automatic reply e-mails to customer complaints are …
Persistent link: https://www.econbiz.de/10014803609