Complaint Management in Retailing

Bernd Stauss () and Wolfgang Seidel ()
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Bernd Stauss: Catholic University of Eichstätt-Ingolstadt
Wolfgang Seidel: Servmark Consulting

Chapter Chapter 12 in Service Management, 2012, pp 207-230 from Springer

Abstract: Abstract In recent years, most companies have been facing intense competition, increasing customer expectations, and decreasing customer loyalty. In this situation, customer orientation becomes a central strategic objective and customer satisfaction a major goal for every company. In this context, complaint management becomes more and more important. Within complaints, customers articulate their dissatisfaction with aspects of a company’s product or service offer and, very often, this dissatisfaction makes customers abandon their loyalty toward a company and instead become susceptible to a competitor’s offer. Under these circumstances, however, a proactive complaint management is oftentimes able to stabilize endangered customer relations.

Keywords: Switching Cost; Store Level; Customer Contact; Customer Complaint; Complaint Handling (search for similar items in EconPapers)
Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-1-4614-1554-1_12

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DOI: 10.1007/978-1-4614-1554-1_12

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