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Discovering the “customer annoyance iceberg” through evidence controlling

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  • Bernd Stauss
  • Wolfgang Seidel

Abstract

There is no doubt about the relevance of complaint management for customer retention. But complaint management-objectives can only be achieved if complaints registered by the firm give a comprehensive view of the annoyances perceived by customers. In fact, a considerable share of annoyed customers do not complain and many complaint articulations are not registered. Because of these “unvoiced” and “hidden” complaints, registered complaints show only the tip of the “annoyance iceberg” leading to misinterpretations and wrong allocation decisions. As a countermeasure, the concept of evidence-controlling is developed in this paper. Relevant key figures are identified, effective information gathering is demonstrated and managerial implications and open research questions are discussed. Copyright Springer-Verlag 2008

Suggested Citation

  • Bernd Stauss & Wolfgang Seidel, 2008. "Discovering the “customer annoyance iceberg” through evidence controlling," Service Business, Springer;Pan-Pacific Business Association, vol. 2(1), pages 33-45, March.
    • Handle: RePEc:spr:svcbiz:v:2:y:2008:i:1:p:33-45
    DOI: 10.1007/s11628-006-0019-2
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    References listed on IDEAS

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    1. Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
    2. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
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    Cited by:

    1. Don Jeng & Sky Kuo, 2012. "Internal service quality within the different Chinese subcultures: a comparison between Taiwan, China, and Singapore," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 425-458, December.

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