Optimising Complaint Management Workflow on Board

  • Jens Kaulbars
  • Elena Nunn


Customer satisfaction, and therefore the handling of customer complaints, is vital for every business dealing with customers. According to the authors’ experience complaint management especially on board of cruise ships is, despite great efforts of the crew, often times neither efficient nor effective. Consequently, complaint handling processes harbour optimisation potential, inter alia by implementing integrated electronic systems.


Business Process Customer Satisfaction Cruise Ship Complaint Handling Complaint System 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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© Gabler Verlag | Springer Fachmedien Wiesbaden GmbH 2012

Authors and Affiliations

  • Jens Kaulbars
  • Elena Nunn

There are no affiliations available

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