Managing customer dissatisfaction through effective complaints management systems

被引：0
|
作者：
Zairi, Mohamed [1 ]
机构：
[1] Dept. of Best Practice Management, Univ. of Bradford Management Centre, Bradford, United Kingdom
来源：
TQM Magazine | 2000年 / 12卷 / 05期
关键词：
Compendex;
D O I：
10.1108/09544780010341932
中图分类号：
学科分类号：
摘要：
Cargo handling - Investments - Management information systems - Marketing - Professional aspects - Scheduling - Societies and institutions - Telecommunication industry
引用
收藏
页码：331 / 335
相关论文
共 50 条
  • [1] Managing Complaints to Improve Customer Profitability
    Cambra-Fierro, Jesus
    Melero, Iguacel
    Sese, F. Javier
    [J]. JOURNAL OF RETAILING, 2015, 91 (01) : 109 - 124
  • [2] Understanding and managing customer engagement through social customer relationship management
    Arora, Lokesh
    Singh, Prakash
    Bhatt, Vimal
    Sharma, Bhuvanesh
    [J]. JOURNAL OF DECISION SYSTEMS, 2021, 30 (2-3) : 215 - 234
  • [3] Customer Relationship (CRM) Management for complaints management
    Walsh Automation Inc, Montreal, Canada
    [J]. ISA TECH/EXPO Technology Update Conference Proceedings, 2000, 401 : 1 - 7
  • [4] Managing customer relationships: Account manager turnover and effective account management
    Madill, Judith J.
    Haines, George H., Jr.
    Riding, Allan L.
    [J]. INDUSTRIAL MARKETING MANAGEMENT, 2007, 36 (02) : 241 - 248
  • [5] Effective Customer Relationship Management through Web services
    Shah, JR
    Murtaza, MB
    [J]. JOURNAL OF COMPUTER INFORMATION SYSTEMS, 2005, 46 (01) : 98 - 109
  • [6] Timeliness, transparency, and trust: A framework for managing online customer complaints
    Stevens, Jennifer L.
    Spaid, Brian I.
    Breazeale, Michael
    Jones, Carol L. Esmark
    [J]. BUSINESS HORIZONS, 2018, 61 (03) : 375 - 384
  • [7] Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions
    Tugrul Ayyildiz
    Ahu Yazici Ayyildiz
    Erdogan Koc
    [J]. Current Psychology, 2024, 43 : 515 - 530
  • [8] Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions
    Ayyildiz, Tugrul
    Ayyildiz, Ahu Yazici
    Koc, Erdogan
    [J]. CURRENT PSYCHOLOGY, 2024, 43 (01) : 515 - 530
  • [9] Management customer complaints and performance: banks, be careful!
    Cotugno, Matteo
    Stefanelli, Valeria
    [J]. JOURNAL OF MANAGEMENT AND GOVERNANCE, 2023, 27 (01): : 371 - 412
  • [10] Discussion on the Management of Electric Power Customer Complaints
    Pang, Yanjun
    Cao, Huiyan
    Zhang, Xiaoshu
    Zhao, Xinhua
    Xu, Mei
    Mae, Wei
    Zhang, Yuhui
    Wang, Qinghao
    Zhu, Bo
    [J]. PROCEEDINGS OF THE 2017 INTERNATIONAL CONFERENCE ON HUMANITIES SCIENCE, MANAGEMENT AND EDUCATION TECHNOLOGY (HSMET 2017), 2017, 96 : 402 - 406
12345