The Role of Effective Complaint Handling For Business Sustainability: A Review Paper

Yehia Helmy (), Merna Ashraf () and Laila Abdelhamid ()
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Yehia Helmy: Helwan University
Merna Ashraf: Helwan University
Laila Abdelhamid: Information Systems Department Faculty of Computers and AI Helwan University

International Journal of Global Business and Competitiveness, 2023, vol. 18, issue 1, No 5, 54-65

Abstract: Abstract Various issues or difficulties that sometimes are beyond the control of the business, lead to customers’ dissatisfaction. A customer complaint is a way by which customers express their dissatisfaction. With the quick growth of technology and the abundance of convenient channels for customers to voice their complaints, like chatbots, email, and the web, online complaints have increased dramatically. As a result, handling customers’ complaints quickly and efficiently became challenging. The purpose of this paper is to summarize extant literature on complaint handling to provide guidance for researchers in this area. A review is carried out on past literatures on complaint handling systems in different fields from famous academic databases. A total of 99 articles published between 2018 and 2023 were analyzed using various classification criteria. This research highlights the different technologies that enhance the complaint-handling process.

Keywords: Complaint handling; Customers’ complaints; E-complaints; Customer satisfaction; Business survival (search for similar items in EconPapers)
JEL-codes: M13 M21 Z00 (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1007/s42943-023-00088-w

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