Management for Professionals

Effective Complaint Management

The Business Case for Customer Satisfaction

Authors: Stauss, Bernd, Seidel, Wolfgang

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  • Presents a unique and comprehensive complaint management concept which is used and has proven its worth in practice for many years
  • Illustrates the design of a target system and definition of key performance indicators for management and controlling processes
  • Provides numerous best-practice 'spotlights', cases and check lists
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eBook $79.99
price for USA in USD (gross)
  • ISBN 978-3-319-98705-7
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $99.99
price for USA in USD
  • ISBN 978-3-319-98704-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits.

The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.


 



About the authors

Bernd Stauss is Professor emeritus of service management at the Ingolstadt School of Management at the Catholic University of Eichstaett-Ingolstadt, Germany. He is author of numerous books and articles on service-related topics. The main focus of his research is on customer satisfaction, dissatisfaction, complaining behavior and complaint management. 

Wolfgang Seidel is founder and head of 'servmark', a consulting company focusing on the analysis, conception and implementation of complaint management, customer relationship management and services marketing. Furthermore, Wolfgang Seidel is a frequent speaker at major conferences on complaint management and customer relationship management.

Table of contents (19 chapters)

Table of contents (19 chapters)

Buy this book

eBook $79.99
price for USA in USD (gross)
  • ISBN 978-3-319-98705-7
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $99.99
price for USA in USD
  • ISBN 978-3-319-98704-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Effective Complaint Management
Book Subtitle
The Business Case for Customer Satisfaction
Authors
Series Title
Management for Professionals
Copyright
2019
Publisher
Springer International Publishing
Copyright Holder
Springer Nature Switzerland AG
eBook ISBN
978-3-319-98705-7
DOI
10.1007/978-3-319-98705-7
Hardcover ISBN
978-3-319-98704-0
Series ISSN
2192-8096
Edition Number
2
Number of Pages
IX, 495
Number of Illustrations
20 b/w illustrations, 203 illustrations in colour
Additional Information
Originally published in English with the title Complaint Management: The Heart of CRM, Thompson Learning (Cengage), 2004
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