An analysis of online customer complaints: Implications for Web complaint management

Yooncheong Cho; Il Im; R. Hiltz; J. Fjermestad

doi:10.1109/HICSS.2002.994162

An analysis of online customer complaints: Implications for Web complaint management

Yooncheong Cho, Il Im, R. Hiltz, J. Fjermestad

Department of Business Administration

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

64 Citations (Scopus)

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	https://doi.org/10.1109/HICSS.2002.994162
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
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

Bibliographical note

Publisher Copyright:
© 2002 IEEE.

All Science Journal Classification (ASJC) codes

Engineering(all)

Access to Document

10.1109/HICSS.2002.994162

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Cho, Y., Im, I., Hiltz, R., & Fjermestad, J. (2002). An analysis of online customer complaints: Implications for Web complaint management. In R. H. Sprague (Ed.), Proceedings of the 35th Annual Hawaii International Conference on System Sciences, HICSS 2002 (pp. 2308-2317). [994162] (Proceedings of the Annual Hawaii International Conference on System Sciences; Vol. 2002-January). IEEE Computer Society. https://doi.org/10.1109/HICSS.2002.994162

Cho, Yooncheong ; Im, Il ; Hiltz, R. ; Fjermestad, J. / An analysis of online customer complaints : Implications for Web complaint management. Proceedings of the 35th Annual Hawaii International Conference on System Sciences, HICSS 2002. editor / Ralph H. Sprague. IEEE Computer Society, 2002. pp. 2308-2317 (Proceedings of the Annual Hawaii International Conference on System Sciences).

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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.",

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Cho, Y, Im, I, Hiltz, R & Fjermestad, J 2002, An analysis of online customer complaints: Implications for Web complaint management. in RH Sprague (ed.), Proceedings of the 35th Annual Hawaii International Conference on System Sciences, HICSS 2002., 994162, Proceedings of the Annual Hawaii International Conference on System Sciences, vol. 2002-January, IEEE Computer Society, pp. 2308-2317, 35th Annual Hawaii International Conference on System Sciences, HICSS 2002, Big Island, United States, 02/1/7. https://doi.org/10.1109/HICSS.2002.994162

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

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Cho Y, Im I, Hiltz R, Fjermestad J. An analysis of online customer complaints: Implications for Web complaint management. In Sprague RH, editor, Proceedings of the 35th Annual Hawaii International Conference on System Sciences, HICSS 2002. IEEE Computer Society. 2002. p. 2308-2317. 994162. (Proceedings of the Annual Hawaii International Conference on System Sciences). https://doi.org/10.1109/HICSS.2002.994162

An analysis of online customer complaints: Implications for Web complaint management

Abstract

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Bibliographical note

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