Organizational response to customer complaints: What works and what doesn't (original) (raw)
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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...
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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...
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Coping With Customer Complaints
Journal of Service Research, 2006
This article investigates the relationship between customer complaints and service personnel commitment to customer service. Positive and negative affectivity are considered as potential moderators of this relationship. Using data obtained from a survey of 432 retail service personnel in a national retail chain with 124 stores, the authors find that customer complaints are significantly and negatively associated with service personnel commitment to customer service. Higher levels of service employee positive affectivity significantly reduced this negative relationship. Contrary to expectations, high levels of negative affectivity also reduced the negative relationship between complaints and commitment to customer service. Potential explanations for these findings are provided, and implications for managers and future research are considered.
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