Optimising Complaint Management Workflow on Board

Jens Kaulbars and Elena Nunn

Chapter 7 in Cruise Management, 2012, pp 139-171 from Springer

Abstract: Abstract Customer satisfaction, and therefore the handling of customer complaints, is vital for every business dealing with customers. According to the authors’ experience complaint management especially on board of cruise ships is, despite great efforts of the crew, often times neither efficient nor effective. Consequently, complaint handling processes harbour optimisation potential, inter alia by implementing integrated electronic systems.

Keywords: Business Process; Customer Satisfaction; Cruise Ship; Complaint Handling; Complaint System (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1007/978-3-8349-7159-3_7

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