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 |
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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 |
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 |
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Volume | 2002-January |
ISSN (Print) | 1530-1605 |
Other
Other | 35th Annual Hawaii International Conference on System Sciences, HICSS 2002 |
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Country/Territory | United States |
City | Big Island |
Period | 02/1/7 → 02/1/10 |
Bibliographical note
Publisher Copyright:© 2002 IEEE.
All Science Journal Classification (ASJC) codes
- Engineering(all)