Managing Customer Complaints in Professional Services
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Marek Gnusowski: Poznan University of Economics and Business, Poland
Journal of Applied Management and Investments, 2016, vol. 5, issue 4, 236-240
It is important for service providers to get feedback from their customers, particularly after an unfavorable service experience. The main aim of the paper is to conceptualize different aspects of customer complaint management in Professional Service Firms. Furthermore, a case study of customer management in one of Polish law firms shows that taking customer’s complaints into account may contribute to business prosperity. Moreover, the study indicates directions for future research, basing on an analysis of the literature of management of professional services.
Keywords: service management; professional services; customer complaints (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:ods:journl:v:5:y:2016:i:4:p:236-240
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