Complaints management: quality of response to customer complaints in an automotive company (original) (raw)
Related papers
2009
An investigation was made to identify the variables influencing the customer complaint treatment process throughout a case study in the automotive industry. Customer satisfaction is vital for an organization, but to put in practice solutions to improve it is not obvious. This investigation studied the quickness and quality of the investigations made to reply to the customer complaints, using the 8D method. This work presents a case study about the use of the Six Sigma methodology to manage and improve customer complaints" management process. The Six Sigma methodology provides an organized structure for problem analysis and problem solving. Throughout the DMAIC phases the problem was defined; the variables influencing the process were measured; the causes for the process failure were analyzed; improvements were planned and made and the variables were controlled until a defined six sigma level and a solid level of customer satisfaction were reached. The reduced variability in the 8D process was achieved by integrating and managing the quality data in an integrated management system. Reorganization of tasks and methods resulted in faster reaction to complaints and problems, reducing and preventing them from recurring, representing cost savings whenever a complaint appears.
Complaint Management- Review And Additional Insights
International Journal of Scientific & Technology Research, 2020
Research on complaint management has been substantially growing over the last few years. Firms have started to realize the importance of complaint management as defensive marketing strategy. The purpose of this paper is to synthesize extant literature and present insights for future researchers. A review is carried on past literature on complaint management, identified from online academic databases like Proquest, Google scholar and Emerald. A total of 64 conceptual and empirical articles published in the time span 1991-2018 were analyzed on different classification basis. Complaint management has emerged as a key concept in marketing. Theoretical foundation of this concept lies with customer relationship management. Complaint management is a multi-dimensional concept comprising of customer complaint behaviour, complaint handling by firms and post complaint behaviour of customers. Complaint management as a research theme gained pace after the year 1991, however it is mostly research...
Complaints-handling processes and organisational benefits: An ISO 10002-based investigation
Journal of Marketing Management, 2012
Benchmarking data provided by 144 organisations across four industry sectors are consolidated and mined to generate insights into the relationship between complaints-handling processes, as defined in ISO 10002, the International Standard for Complaints Handling, and a number of marketing-related outcomes. Factor analysis of the 17 complaints-handling process variables yields five factors accounting for 62.6% of the overall variance. The most important factors are: visibility and accessibility of the complaints-handling policy and process; easy-to-use process for all complainants; and responsiveness of the complaints-handling process. Collectively these factors account for 24% of the variance in the desired marketing-related outcomes, most notably levels of customer advocacy and customer satisfaction. Although there have been a number of empirical investigations of International Standards, this is the first empirical study to investigate the influence of ISO 10002-conformant complaints-handling processes on marketing-related and broader outcomes. We conclude that complaints-handling processes that conform to ISO 10002 can yield significant marketing-related benefits, and we make recommendations for marketing practitioners.
Benefits from the standardisation of the complaint management system
Total Quality Management & Business Excellence, 2019
Benefits from the Standardization of the Complaint Management System This research provides new developments in the conceptualization of the complaint management system by examining the benefits of the standardization of the complaint management process. In line with a mechanistic approach of organizational behaviour, we posit that standardization of complaint handling can help to overcome defensive behaviour by employees and managers, who can view receiving complaints as a decidedly negative experience. Specifically, we investigate the influence of three types of guidelines-procedural, behavioural, and outcome-on achieving fairer solutions for customers and, consequently, greater satisfaction with the system. The model proposed in the present research is tested considering the managers' perspective and using data from a representative sample of manufacturing companies covering multiple industries. Our findings provide novel and interesting insights on the factors to which managers in manufacturing firms should pay closer attention when designing an effective complaint management system. All three types of guidelines help to explain perception of justice in the solution of complaints and, thus, customer satisfaction, but important differences exist for the different types of guidelines and their corresponding dimensions.
International Journal of Creative Research Thoughts (IJCRT), 2018
In current business scenario of business, and increasing of customer awareness about market, keeping customer satisfied is CRM task, which is being done by all business owners. Shipping industry is also facing the same challenges, as by its nature it is service providing industry and not only provide shipping services like earlier time, but provide various other services demanded by customer. Shipping industry is also facing various complaint & claim from customers. This paper is an attempt to understand that satisfaction level of customers on complain & claim handled by shipping industry. Researchers studied literature review and conducted descriptive research to fulfil objective of this paper. Customer satisfaction on claim & complain handling was tested on: Willingness to resolve problem, Attitude of service provider, Communication during claim period, Service quality during claim period, Dispute settlement, Surety for non-repetition, and Time taken to solve complain. Finding reflect that customers are not fully satisfied with the way claim & complain are being handled by shipping companies. Researchers' tried to suggest a model to solve claim & complain will help shipping companies to save time in complain handling and to do CRM practices effectively which make customer satisfied and loyal.
Organizational antecedents to designing a comprehensive complaint management system
Journal of Management & Organization, 2018
The literature highlights two main approaches to designing an effective complaint management system: the mechanistic and the organic. The mechanistic approach emphasizes the establishment of guidelines for the correct processing, attention and resolution of complaints received. In contrast, the organic approach relies on creating a supportive internal environment for correct customer attention, made possible through training and empowering employees responsible for complaint management and by promoting extra-role behaviour among them. The present research aims to study the antecedents of adopting these two approaches. From a strategic perspective, we analyse the influence of organizational culture variables (the extent to which the firm is customer and innovation oriented) and the nature of the objectives pursued by complaint handling (defensive vs. improvement objectives). The proposed model is tested on a sample of 140 manufacturing firms. Findings indicate these antecedents shape...
Complaint Handling in the Airline Industry: The Way to Enhance Customer Loyalty
Organizations with effective customer complaints handling enjoy high level of customers` loyalty. Customers decide to continue with an organization according to its ability to offer what customers need and want. This study aims to understand how customer complaints are managed in the airline industry. A case study of Egyptair is used to achieve the research aim. Data are collected from customers and staff responsible for handling customer complaints. The study reports a number of problems with the process of managing complaints in Egyptair. This causes dissatisfaction of customers and makes it difficult to maintain loyalty. The study introduces a process model for a better handling of complaints in Egyptair. Further, the study suggests a number of implementations at different levels of Egyptair to satisfy customers and enhance customer loyalty.
Application of the Six Sigma methodology in customer complaints management
An investigation was made to identify the variables influencing the customer complaint treatment process throughout a case study in the automotive industry. Customer satisfaction is vital for an organization, but to put in practice solutions to improve it is not obvious. This investigation studied the quickness and quality of the investigations made to reply to the customer complaints, using the 8D method. This work presents a case study about the use of the Six Sigma methodology to manage and improve customer complaints" management process. The Six Sigma methodology provides an organized structure for problem analysis and problem solving. Throughout the DMAIC phases the problem was defined; the variables influencing the process were measured; the causes for the process failure were analyzed; improvements were planned and made and the variables were controlled until a defined six sigma level and a solid level of customer satisfaction were reached. The reduced variability in the 8D process was achieved by integrating and managing the quality data in an integrated management system. Reorganization of tasks and methods resulted in faster reaction to complaints and problems, reducing and preventing them from recurring, representing cost savings whenever a complaint appears.
Using Means-end Approaches to Understand Business Complaint Management
2008
preview 2 Stephan C. Henneberg is a Senior Lecturer in Marketing at Manchester Business School, University of Manchester, UK. He obtained his Ph.D. in Marketing from the University of Cambridge, Judge Business School. His current research interests are in the areas of strategic marketing, relational marketing, consumer behaviour, strategic competences, and social and political marketing. Thorsten Gruber is a Lecturer in Marketing at Manchester Business School, University of Manchester. He received his Ph.D. and MBA from the University of Birmingham. His research interests include consumer complaining behaviour, services marketing and the development of qualitative online research methods.