https://oldena.lpnu.ua/handle/ntb/40865| Title: | Customer complaints - tip of the iceberg |
| Authors: | Kwiatkowski, Cezary |
| Affiliation: | Wrocław University of Economics |
| Bibliographic description (Ukraine): | Kwiatkowski C. Customer complaints - tip of the iceberg / Cezary Kwiatkowski // Litteris et Artibus : proceedings of the 6th International youth science forum, November 24–26, 2016, Lviv, Ukraine / Lviv Polytechnic National University. – Lviv : Lviv Polytechnic Publishing House, 2016. – P. 275–279. – Bibliography: 12 titles. |
| Conference/Event: | Litteris et Artibus |
| Issue Date: | 2016 |
| Publisher: | Lviv Polytechnic Publishing House |
| Country (code): | UA |
| Place of the edition/event: | Lviv |
| Keywords: | customer complaints feedback service experience service quality |
| Number of pages: | 275-279 |
| Abstract: | There is a huge amount of dissatisfied customers who forgo making complains, and a number of articulated complaints, which have not been registered. This phenomenon gives rise to a discussion of the actual magnitude of the problem and its repercussions to service quality and market share. This paper addresses the problem of unrevealed customer dissatisfaction by making account of its magnitude, characteristics, and by providing a selection of recommended remedies. |
| URI: | https://ena.lpnu.ua/handle/ntb/40865 |
| References (International): | [1] L. C. Harris, E. Ogbonna, “Hiding Customer Complaints: Studying the motivations and forms of service employees’ complaint concealment behaviours,” British Journal of Management, vol. 21, 262-279 (2010). [2] J. Goodmadn, S. Newman, "Understand customer behavior and complaints." Quality Progress, January 2003, PDF. http://web.ist.utl.pt/~ist11038/CD_Casquilho/PRINT/qp 0103goodman.pdf (accessed 17 September 2016) [3] B. Stauss, W. Seidel, “Discovering the ‘customer annoyance iceberg’ through evidence controlling,” Service Business (2008) Springer-Verlag 2007. [4] J. Goodman, “Basic facts on customer complaint behavior and the impact on service on the bottom line,” Competitive Advantage, June, pp. 1-5. [5] D. Stevens, Brilliant Customer Service, Microwave, Pearson Education Limited, London: 2010. [6] P. U. Nyer, M. Gopinath, “Effects of complaining versus negative word of mouth on subsequent changes in satisfaction: the role of public commitment,” Psychology & Marketing, Vol.22(12): 937-953 vol. MTT-35, pp.370-377, Apr. 1997. [7] M. Dixon, K. Freeman, and N. Toman. "Stop trying to delight your customers." Harvard Business Review, July/August 2010, pp. 116-122. [8] V. A. Zeithaml, A. Parasuraman, and L. L. Berry, Delivering Quality Service , Free Press: 1990. [9] J. Carlzon, Moments of truth, Harper, 1989, Cambridge. [10] J. Cambra-Fierro, I. Melero and F. J. Sese, “Managing complains to improve customer profitability,” Journal of Retailing 91 (I, 2005) 109-124. [11] C. Conley, "Dealing with complaints," Stanford eCorner, May 19, 2008.http://ecorner.stanford.edu/ videos/2045/Dealing- With-Complaints (accessed 14 September 2016). [12] S. W. Clopton, J. E. Stoddard and J. W. Clay, “Salsesperson characteristics affecting consumer complaint reponses,” Journal of Consumer Behaviour, Vol. 1,2,124-139. |
| Content type: | Conference Abstract |
| Appears in Collections: | Litteris et Artibus. – 2016 р. |
| File | Description | Size | Format | |
|---|---|---|---|---|
| LEA-2016-275-279.pdf | 684.19 kB | Adobe PDF | View/Open |
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