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© 2019

Effective Complaint Management

The Business Case for Customer Satisfaction

Book

Part of the Management for Professionals book series (MANAGPROF)

Table of contents

  1. Front Matter
    Pages i-ix
  2. Bernd Stauss, Wolfgang Seidel
    Pages 1-24
  3. Bernd Stauss, Wolfgang Seidel
    Pages 25-33
  4. Bernd Stauss, Wolfgang Seidel
    Pages 35-54
  5. Bernd Stauss, Wolfgang Seidel
    Pages 55-68
  6. Bernd Stauss, Wolfgang Seidel
    Pages 69-84
  7. Bernd Stauss, Wolfgang Seidel
    Pages 85-105
  8. Bernd Stauss, Wolfgang Seidel
    Pages 107-138
  9. Bernd Stauss, Wolfgang Seidel
    Pages 139-159
  10. Bernd Stauss, Wolfgang Seidel
    Pages 161-204
  11. Bernd Stauss, Wolfgang Seidel
    Pages 205-233
  12. Bernd Stauss, Wolfgang Seidel
    Pages 235-303
  13. Bernd Stauss, Wolfgang Seidel
    Pages 305-328
  14. Bernd Stauss, Wolfgang Seidel
    Pages 329-360
  15. Bernd Stauss, Wolfgang Seidel
    Pages 361-389
  16. Bernd Stauss, Wolfgang Seidel
    Pages 391-429
  17. Bernd Stauss, Wolfgang Seidel
    Pages 431-449
  18. Bernd Stauss, Wolfgang Seidel
    Pages 451-468
  19. Bernd Stauss, Wolfgang Seidel
    Pages 469-484
  20. Bernd Stauss, Wolfgang Seidel
    Pages 485-495

About this book

Introduction

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.


 


Keywords

Complaint management in quality management Leveraging dissatisfied customers Recovering customer loyalty Complaint stimulation Complaint reception Complaint processing Complaint reaction Direct complaint management process Complaint management controlling Complaint reporting Complaint management and CRM KPIs for complaint management

Authors and affiliations

  1. 1.Catholic University of Eichstätt-IngolstadtIngolstadtGermany
  2. 2.servmark consultancyIngolstadt and MunichGermany

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.

Bibliographic information

  • Book Title Effective Complaint Management
  • Book Subtitle The Business Case for Customer Satisfaction
  • Authors Bernd Stauss
    Wolfgang Seidel
  • Series Title Management for Professionals
  • Series Abbreviated Title Management for Professionals
  • DOI https://doi.org/10.1007/978-3-319-98705-7
  • Copyright Information Springer Nature Switzerland AG 2019
  • Publisher Name Springer, Cham
  • eBook Packages Business and Management Business and Management (R0)
  • Hardcover ISBN 978-3-319-98704-0
  • eBook ISBN 978-3-319-98705-7
  • Series ISSN 2192-8096
  • Series E-ISSN 2192-810X
  • 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
  • Topics Customer Relationship Management
    Call Center/Customer Service
    Business Strategy/Leadership
  • Buy this book on publisher's site
Industry Sectors
Finance, Business & Banking