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Managing Customer Complaints in Professional Services

Author

Listed:
  • Marek Gnusowski

    (Poznan University of Economics and Business, Poland)

Abstract

It is important for service providers to get feedback from their customers, particularly after an unfavorable service experience. The main aim of the paper is to conceptualize different aspects of customer complaint management in Professional Service Firms. Furthermore, a case study of customer management in one of Polish law firms shows that taking customer’s complaints into account may contribute to business prosperity. Moreover, the study indicates directions for future research, basing on an analysis of the literature of management of professional services.

Suggested Citation

  • Marek Gnusowski, 2016. "Managing Customer Complaints in Professional Services," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 5(4), pages 236-240, November.
    • Handle: RePEc:ods:journl:v:5:y:2016:i:4:p:236-240
    as

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    References listed on IDEAS

    as
    1. Rimpi Kaur, 2013. "Consumer Behavior Towards Mobile Phone Usage: A Case Study Of Muktsar District," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 2(1), pages 27-35.
    2. Narzia Florin, 2014. "Employee and Customer Satisfaction through the Efficient Call Management Centre: An Overview," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 3(3), pages 133-145.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. M. M. Sulphey & Saji George, 2017. "A Study on the Relationship between Customer Satisfaction, Business Ethics and Certain Related Variables," Journal of Applied Management and Investments, Department of Business Administration and Corporate Security, International Humanitarian University, vol. 6(1), pages 67-75, February.

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