How businesses resolve customer-complaining behavior effectively has been considered a "defensive marketing" strategy or a "zero-defections" strategy, which diminishes customer dissatisfaction. Handling customer dissatisfaction accompanies Web customer complaint management, which might be the critical issue for online customer service solutions and e-CRM (electronic customer relationship management). In this paper; the authors (1) investigate the current sources and causes of online complaints; (2) seek effective ways of handling customer complaints by examining different product types; and (3) provide guidelines for successful e-CRM. 1000 customer complaints from three different publicized e-business customer service centers and 500 complaints from online feedback systems were analyzed in this study. The research findings suggest that e-businesses should (1) provide excellent online customer services because customer service is the most important factor in online customer satisfaction; (2) respond to customers' requests/complaints quickly because the response speed is more important in online customer satisfaction than offline; and (3) employ strategies that are appropriate for the product category in question.
|Title of host publication||Proceedings of the 35th Annual Hawaii International Conference on System Sciences, HICSS 2002|
|Editors||Ralph H. Sprague|
|Publisher||IEEE Computer Society|
|Number of pages||10|
|Publication status||Published - 2002|
|Event||35th Annual Hawaii International Conference on System Sciences, HICSS 2002 - Big Island, United States|
Duration: 2002 Jan 7 → 2002 Jan 10
|Name||Proceedings of the Annual Hawaii International Conference on System Sciences|
|Other||35th Annual Hawaii International Conference on System Sciences, HICSS 2002|
|Period||02/1/7 → 02/1/10|
Bibliographical notePublisher Copyright:
© 2002 IEEE.
All Science Journal Classification (ASJC) codes