کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1017905 940321 2012 6 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
A Lindblomian perspective on customer complaint management policies
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری کسب و کار و مدیریت بین المللی
پیش نمایش صفحه اول مقاله
A Lindblomian perspective on customer complaint management policies
چکیده انگلیسی

This research reports the findings of an exploratory study on the everyday management of customer complaints in the French business-to-business sector. A web-based survey rendered 57 eligible responses from managers who deal with customer contacts on an everyday basis. A Lindblomian perspective is applied to analyze customer relationship management (CRM) systems and policies for managing customer complaints. Findings indicate that such systems do not influence how managers perceive their communication with customers. Furthermore, the findings demonstrate that a formal policy for managing customer complaints affects the adjustments that companies make in situations marked by difficulties in choosing solutions to a customer’s problem and knowing what the outcomes will be.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Business Research - Volume 65, Issue 6, June 2012, Pages 788–793
نویسندگان
,