@inproceedings{24645551a3054d758b518201c0f53659,
title = "An analysis of online customer complaints: Implications for Web complaint management",
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.",
author = "Yooncheong Cho and Il Im and R. Hiltz and J. Fjermestad",
year = "2002",
doi = "10.1109/HICSS.2002.994162",
language = "English",
series = "Proceedings of the Annual Hawaii International Conference on System Sciences",
publisher = "IEEE Computer Society",
pages = "2308--2317",
editor = "Sprague, {Ralph H.}",
booktitle = "Proceedings of the 35th Annual Hawaii International Conference on System Sciences, HICSS 2002",
address = "United States",
note = "35th Annual Hawaii International Conference on System Sciences, HICSS 2002 ; Conference date: 07-01-2002 Through 10-01-2002",
}