IDEAS home Printed from https://ideas.repec.org/a/jfr/ijba11/v2y2011i3p140-147.html
   My bibliography  Save this article

The Role of Customer Complaints Management in Consumers Satisfaction for New Industrial Enterprises of Iran

Author

Listed:
  • Mohammad Taleghani
  • Mahmood Samadi Largani
  • Shahram Gilaninia
  • Seyyed Javad Mousavian

Abstract

In this paper Customer Complaints Management (CCM) as well as the associated key challenges have been studied as essentials for achieving customer retention and loyalty. Some models de nothing the process of CCM have also been demonstrated and discussed and a complaint intensity framework has been presented in which, the joint distribution of complaint intensity and out come satisfaction scores could be conceptualized in four resulting quadrants and each quadrant suggests a different strategy for CCM. For empowering CCM suggestions have been proposed and Return On Complaint Management (ROCM) has been described as a performance indicator for complaint management profitability. Major findings indicate that effective complaints management requires a cultural change in organization's atmosphere, as well as a systematic approach; different levels should be considered in the complaints management; employees participating in teams play an important role in succeeding the complaints handling processes; and CCM empowerment should include strategy, processes, and analysis.

Suggested Citation

  • Mohammad Taleghani & Mahmood Samadi Largani & Shahram Gilaninia & Seyyed Javad Mousavian, 2011. "The Role of Customer Complaints Management in Consumers Satisfaction for New Industrial Enterprises of Iran," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 2(3), pages 140-147, August.
    • Handle: RePEc:jfr:ijba11:v:2:y:2011:i:3:p:140-147
    as

    Download full text from publisher

    File URL: http://www.sciedu.ca/journal/index.php/ijba/article/view/349/166
    Download Restriction: no
    File URL: http://www.sciedu.ca/journal/index.php/ijba/article/view/349
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Vaishali Singh & Amit Jain & Sapna Choraria, 2016. "Exploring the Role of Complaint Handling among Complaining Consumers," Vision, , vol. 20(4), pages 331-344, December.
    2. Pratama Adi Nugraha & Indrawati, 2017. "The Effect of Social Media Experiential Marketing Towards Customers’ Satisfaction (A Study in Chingu Korean Fan Cafe Bandung Indonesia)," International Journal of Business and Administrative Studies, Professor Dr. Bahaudin G. Mujtaba, vol. 3(2), pages 56-63.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:jfr:ijba11:v:2:y:2011:i:3:p:140-147. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Jenny Zhang (email available below). General contact details of provider: http://ijba.sciedupress.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.