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Complaint Management in Retailing

In: Service Management

Author

Listed:
  • Bernd Stauss

    (Catholic University of Eichstätt-Ingolstadt)

  • Wolfgang Seidel

    (Servmark Consulting)

Abstract

In recent years, most companies have been facing intense competition, increasing customer expectations, and decreasing customer loyalty. In this situation, customer orientation becomes a central strategic objective and customer satisfaction a major goal for every company. In this context, complaint management becomes more and more important. Within complaints, customers articulate their dissatisfaction with aspects of a company’s product or service offer and, very often, this dissatisfaction makes customers abandon their loyalty toward a company and instead become susceptible to a competitor’s offer. Under these circumstances, however, a proactive complaint management is oftentimes able to stabilize endangered customer relations.

Suggested Citation

  • Bernd Stauss & Wolfgang Seidel, 2012. "Complaint Management in Retailing," Springer Books, in: Jay Kandampully (ed.), Service Management, chapter 0, pages 207-230, Springer.
    • Handle: RePEc:spr:sprchp:978-1-4614-1554-1_12
    DOI: 10.1007/978-1-4614-1554-1_12
    as

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