Managing Consumers' Online Complaints
Title | Managing Consumers' Online Complaints PDF eBook |
Author | Young Lyoul Lee |
Publisher | 길잡이미디어 |
Pages | 128 |
Release | 2006-02-24 |
Genre | Consumer complaints |
ISBN | 8980313438 |
Consumer complaints in the Internet forum have posed as a big threat for companies. However, little attention has been given to this issue so far. The users in the Internet forum can be categorized into three groups: complainers, repliers to the messages, and observers who only read the complaints or replies. This study explores how a company's response to complaints online affects the evaluation of the company by the observers, who are major users of the Internet forum. More specifically, this study examines how a company can select a response strategy to protect its reputation according to the context of the complaint. Psychology and Communication on the Internet Content Analysis of Web site Conceptual Model and Hypotheses Study 1 Study 2 Managerial Implications and Recommendations
Managing Consumer Complaints
Title | Managing Consumer Complaints PDF eBook |
Author | National Association of Consumer Agency Administrators (U.S.) |
Publisher | |
Pages | 24 |
Release | 1981 |
Genre | Consumer complaints |
ISBN |
Managing Consumer Complaints
Title | Managing Consumer Complaints PDF eBook |
Author | |
Publisher | |
Pages | 24 |
Release | 1992 |
Genre | Consumer complaints |
ISBN |
Effective Complaint Management
Title | Effective Complaint Management PDF eBook |
Author | Bernd Stauss |
Publisher | Springer |
Pages | 496 |
Release | 2019-01-31 |
Genre | Business & Economics |
ISBN | 3319987054 |
This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.
Managing Consumer Complaints
Title | Managing Consumer Complaints PDF eBook |
Author | |
Publisher | |
Pages | 15 |
Release | 1982 |
Genre | Consumer complaints |
ISBN |
Complaint Management and Channel Choice
Title | Complaint Management and Channel Choice PDF eBook |
Author | Stefan Garding |
Publisher | Springer |
Pages | 113 |
Release | 2015-05-14 |
Genre | Business & Economics |
ISBN | 3319181793 |
This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.
Managing Consumer Complaints: Responsive Business Approaches to Consumer Needs
Title | Managing Consumer Complaints: Responsive Business Approaches to Consumer Needs PDF eBook |
Author | United States. Department of Commerce. Office of Consumer Affairs |
Publisher | |
Pages | 49 |
Release | 1984 |
Genre | |
ISBN |