search query: @author Schibrowsky, J. / total: 6
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| Author: | Schibrowsky, J. Lapidus, R. |
| Title: | Gaining a competitive advantage by analysing aggregate complaints |
| Journal: | Marketing Intelligence and Planning
1995 : VOL. 13:9, p. 36-43 |
| Index terms: | COMPLAINTS MANAGEMENT CONTROL CUSTOMERS |
| Language: | eng |
| Abstract: | While many firms have developed programs to handle individual complaints, few have implemented programs to analyse aggregate complaints over time. Attempts to fill that void and outlines a method to analyse and manage aggregate complaints. This is a critical part of a complete complaint management programme. The inability of firms to provide consumers with acceptable products and service is expensive. Firms want to reduce the negative impact of complaints and increase consumer satisfaction must develop complete customer service programmes. |
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