عنوان انگلیسی مقاله:

A Lind blomian perspective on customer complaint management policies

ترجمه عنوان مقاله: چشم انداز لندن در مورد سیاست های مدیریت شکایت مشتری

رشته: مدیریت

سال انتشار: 2012

تعداد صفحات مقاله انگلیسی: 6 صفحه

منبع: ساینس دایرکت

نوع فایل: pdf

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چکیده مقاله

This research reports the findings of an exploratory study on the everyday management of customer complaints in the French business-to-business sector. A web-based survey rendered 57 eligible responses from managers who deal with customer contacts on an everyday basis. A Lindblomian perspective is applied to analyze customer relationship management (CRM) systems and policies for managing customer complaints. Findings indicate that such systems do not influence how managers perceive their communication with customers. Furthermore, the findings demonstrate that a formal policy for managing customer complaints affects the adjustments that companies make in situations marked by difficulties in choosing solutions to a customer’s problem and knowing what the outcomes will be.

Keywords: Complaint management, Customer relationships, Muddling, Policies

مقدمه مقاله

In a seminal paper, Lindblom(1959) notes that “muddling through” is both a highly sophisticated form of problem solving and widely denounced as no method at all. Muddling through, or disjointed incrementalism, describes an exploratory process for solving problems in a step-by-step mode, according to the constraints set by the specific situation inwhich the problemoccurs (Lindblom, 1959).

Suchmuddling through approaches might also appear in companies’ efforts to manage customer complaints, because managers often lack sufficient time to evaluate all alternative solutions and their consequences. Some good solutions also resultwithout analysis; if customers are happy,managers have no reason to dig further into the problem. Therefore, not until customers complain is managers’ problem-solving ability put to the test (e.g., Johnston and Mehra, 2002). This paper analyzes the role of policies in such situations, which are defined as guidelines, or rules that help managers to resolve conflicts (Mintzberg and Quinn 1992).

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