Abstract
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.
| Original language | English |
|---|---|
| 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 |
| Pages | 2308-2317 |
| Number of pages | 10 |
| ISBN (Electronic) | 0769514359 |
| DOIs | |
| Publication status | Published - 2002 Jan 1 |
| Event | 35th Annual Hawaii International Conference on System Sciences, HICSS 2002 - Big Island, United States Duration: 2002 Jan 7 → 2002 Jan 10 |
Publication series
| Name | Proceedings of the Annual Hawaii International Conference on System Sciences |
|---|---|
| Volume | 2002-January |
| ISSN (Print) | 1530-1605 |
Other
| Other | 35th Annual Hawaii International Conference on System Sciences, HICSS 2002 |
|---|---|
| Country | United States |
| City | Big Island |
| Period | 02/1/7 → 02/1/10 |
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All Science Journal Classification (ASJC) codes
- Engineering(all)
Cite this
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An analysis of online customer complaints : Implications for Web complaint management. / Cho, Yooncheong; Im, Il; Hiltz, R.; Fjermestad, J.
Proceedings of the 35th Annual Hawaii International Conference on System Sciences, HICSS 2002. ed. / Ralph H. Sprague. IEEE Computer Society, 2002. p. 2308-2317 994162 (Proceedings of the Annual Hawaii International Conference on System Sciences; Vol. 2002-January).Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
TY - GEN
T1 - An analysis of online customer complaints
T2 - Implications for Web complaint management
AU - Cho, Yooncheong
AU - Im, Il
AU - Hiltz, R.
AU - Fjermestad, J.
PY - 2002/1/1
Y1 - 2002/1/1
N2 - 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.
AB - 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.
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UR - http://www.scopus.com/inward/citedby.url?scp=84948690068&partnerID=8YFLogxK
U2 - 10.1109/HICSS.2002.994162
DO - 10.1109/HICSS.2002.994162
M3 - Conference contribution
AN - SCOPUS:84948690068
T3 - Proceedings of the Annual Hawaii International Conference on System Sciences
SP - 2308
EP - 2317
BT - Proceedings of the 35th Annual Hawaii International Conference on System Sciences, HICSS 2002
A2 - Sprague, Ralph H.
PB - IEEE Computer Society
ER -