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Service recovery at a financial institution

Puga Leal, Rogério; Lopes Pereira, Zulema - In: International Journal of Quality & Reliability Management 20 (2003) 6, pp. 646-663

complaint has occurred. A specific methodology is proposed to analyse the failures and corresponding complaints in service …

Persistent link: https://www.econbiz.de/10014800199

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

ISO 10002 Complaints Handling System: a study

Hughes, Susan; Karapetrovic, Stanislav - In: International Journal of Quality & Reliability Management 23 (2006) 9, pp. 1158-1175

system standards, its complaints handling content, and the standard's applicability in a public electrical utility. Design … electrical utility's complaints‐handling system is provided. Findings – ISO 10001/2/3 can guide organisations in preventing … customer dissatisfaction as well as in resolving complaints within and outside the organisations' borders. Results of the gap …

Persistent link: https://www.econbiz.de/10014800396

Continuous learning using dissatisfaction feedback in new product development contexts

Fundin, Anders; Elg, Mattias - In: International Journal of Quality & Reliability Management 27 (2010) 8, pp. 860-877

Purpose – The purpose of this paper is to explore how various dissatisfaction feedback transferrals contribute to the decision‐making process in product development contexts. Design/methodology/approach – The paper presents the results from a qualitative interview‐based study of 16...

Persistent link: https://www.econbiz.de/10014800607

Writing a credible form letter: implications for hospitality and tourism service recovery strategy

DeWitt, Tom; Martin, Drew - In: International Journal of Culture, Tourism and … 3 (2009) 4, pp. 361-368

Purpose – The purpose of this paper is to show how to identify red flags in letters responding to customer complaints … effective responses to customer complaints. …

Persistent link: https://www.econbiz.de/10014768252

Customer relationship management

Bhat, Suhail Ahmad; Darzi, Mushtaq Ahmad - In: International Journal of Bank Marketing 34 (2016) 3, pp. 388-410

Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and...

Persistent link: https://www.econbiz.de/10014761128

Customer complaint behaviour towards hotel restaurant services

Heung, Vincent C.S.; Lam, Terry - In: International Journal of Contemporary Hospitality Management 15 (2003) 5, pp. 283-289

The area of customer complaint behaviour has received considerable attention from hotel managers as dissatisfied customers engage in a variety of complaint actions that could ruin the reputation of a hotel. This study examined Chinese customer complaint behaviour towards Hong Kong hotel...

Persistent link: https://www.econbiz.de/10014762606

Dealing with complaints in services

McCole, Patrick - In: International Journal of Contemporary Hospitality Management 16 (2004) 6, pp. 345-354

Proposes a refined conceptual framework for understanding the holistic process of service failure and service recovery for managers from a customer's point of view. The framework focuses on three main dimensions that are of particular relevance for service recovery research. The main dimensions...

Persistent link: https://www.econbiz.de/10014762676

Outcomes of customer verbal aggression among hotel employees

Karatepe, Osman M.; Yorganci, Ilkay; Haktanir, Mine - In: International Journal of Contemporary Hospitality Management 21 (2009) 6, pp. 713-733

Purpose – The central purpose of this study is to develop and test a model which examines the effects of customer verbal aggression on emotional dissonance, emotional exhaustion, and job outcomes such as service recovery performance, job satisfaction, and turnover intentions. The model also...

Persistent link: https://www.econbiz.de/10014762968

The relationship between consumer complaining behavior and service recovery

Gyung Kim, Min; Wang, Chenya; Mattila, Anna S. - In: International Journal of Contemporary Hospitality Management 22 (2010) 7, pp. 975-991

Purpose – The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery literature. The suggested conceptual framework intends to broaden the thinking on consumers' complaint handling...

Persistent link: https://www.econbiz.de/10014763036