Skip to main content
No Access

A conceptual model for proactive-interactive customer complaint management systems

Published Online:pp 490-503

A conceptual model for complaint management systems is introduced in this paper. Complaint management systems comprise proactive and interactive parts. In this paper, the primary model and its elements were developed through literature review. Afterwards, based on the model, the performance of the tax affairs organisation with regards to voice of customer was surveyed and analysed. Evidences gathered from case study, at this stage, helped modifications in the primary model. Academics as well as tax affairs experts were then interviewed to evaluate the model. Existing models of customer complain management systems only focus on dealing with complaints. However, this paper takes a more comprehensive approach to design a model which deals with causes of complaints and also attenuating the potential for complaints. Proactive-interactive complaint management model is capable to deal with causes of complaint – prevention – even before a complaint is made. This will help organisations reduce costs of losing customer and of course higher profitability.

Keywords

proactive-active customer complaint management system, service recovery, customer satisfaction, organisation performance

References

  • 1. Aeron, H. , Kumar, A. , Janakiraman, M. (2010). ‘Application of data mining techniques for customer lifetime value parameters: a review’. International Journal of Business Information Systems. 6, 4, 514-529 AbstractGoogle Scholar
  • 2. Aguwa, C.C. , Monplaisir, L. , Turgut, O. (2012). ‘Voice of the customer: customer satisfaction ratio based analysis’. Expert Systems with Applications. 39, 11, 10112-10119 Google Scholar
  • 3. Annika, H.H. , Tomas, E. , Barbro, B. (2011). ‘Customer portfolio analysis using the SOM’. International Journal of Business Information Systems. 8, 4, 396-412 Google Scholar
  • 4. Behrens, B-A. , Wilde, I. , Hoffmann, M. (2007). ‘Complaint management using the extended 8D-method along the automotive supply chain’. Production Engineering. 1, 1, 91-95 Google Scholar
  • 5. Bosch, V.G. , Enríquez, F.T. (2005). ‘TQM and QFD: exploiting a customer complaint management system’. International Journal of Quality & Reliability Management. 22, 1, 30-37 Google Scholar
  • 6. Brennan, C. , Douglas, A. (2002). ‘Complaints procedures in local government: informing your customers’. International Journal of Public Sector Management. 15, 3, 219-236 Google Scholar
  • 7. Chang, W-L. , Liu, H-T. , Wen, Y-S. , Lin, T-A. (2008). ‘Building an integrated model of future complaint intentions: the case of Taoyuan International Airport’. Journal of Air Transport Management. 14, 2, 70-74 Google Scholar
  • 8. Chen, C-K. , Shie, A-J. , Yu, C-H. (2012). ‘A customer-oriented organisational diagnostic model based on data mining of customer-complaint databases’. Expert Systems with Applications. 39, 1, 786-792 Google Scholar
  • 9. Coussement, K. , van den Poel, D. (2008). ‘Improving customer complaint management by automatic email classification using linguistic style features as predictors’. Decision Support Systems. 44, 4, 870-882 Google Scholar
  • 10. Debii, C. (2010). ‘Handling e-complaints in customer complaint management system using FMEA as a qualitative system’. International Conference on Advanced Information Management and Service, Australia, 205-209 Google Scholar
  • 11. Ferguson, J.L. , Johnston, W.J. (2011). ‘Customer response to dissatisfaction: a synthesis of literature and conceptual framework’. Industrial Marketing Management. 40, 1, 118-127 Google Scholar
  • 12. Galitsky, B.A. , González, M.P. , Chesñevar, C.I. (2009). ‘A novel approach for classifying customer complaints through graphs similarities in argumentative dialogues’. Decision Support Systems. 46, 3, 717-729 Google Scholar
  • 13. Hevner, A.R. , March, S.T. , Park, J. , Ram, S. (2004). ‘Design science in information systems research’. Management Information Systems Quarterly. 28, 1, 75-105 Google Scholar
  • 14. Hsieh, S.Y. (2012). ‘Using complaints to enhance quality improvement:developing an analytical tool’. International Journal of Health Care Quality Assurance. 25, 5, 68-73 Google Scholar
  • 15. I-Hua, L. (2006). Perceptions of Service Failure, Service Recovery Strategies, and Behavioral Intentions of Hotel Guests in Orlando, Florida. Lynn University, Dissertation Google Scholar
  • 16. Jens, K.A.E.N. (2012). Optimising Complaint Management Workflow on Board Gabler Verlag. Springer, Information and Decision Support Systems Google Scholar
  • 17. Johnston, R. , Michel, S. (2008). ‘Three outcomes of service recovery – customer recovery, process recovery and employee recovery’. International Journal of Operations & Production Management. 28, 1, 79-99 Google Scholar
  • 18. Lutek, A.S. , Chuancharoen, S. , Sukpitikul, A. , Phusavat, K. (2010). ‘Applying social network analysis on customer complaint handling’. Industrial Management & Data Systems. 110, 9, 1402-1419 Google Scholar
  • 19. McQuilken, L. , Robertson, N. (2011). ‘The influence of guarantees, active requests to voice and failure severity on customer complaint behavior’. International Journal of Hospitality Management. 30, 4, 953-962 Google Scholar
  • 20. Mittal, V. , Huppertz, J.W. , Khare, A. (2008). ‘Customer complaining: the role of tie strength and information control’. Journal of Retailing. 84, 2, 195-204 Google Scholar
  • 21. Nour, M.A. (2012). ‘An integrative framework for customer relationship management: towards a systems view’. International Journal of Business Information Systems. 9, 2 , 26-50 AbstractGoogle Scholar
  • 22. Orsingher, C. , Valentini, S. , de Angelis, M. (2010). ‘A meta-analysis of satisfaction with complaint handling in services’. Journal of the Academy of Marketing Science. 38, 2, 169-186 Google Scholar
  • 23. Pyon, C. , Bae, S. , Woo, J. , Park, S. , Bauknecht, K. Pröll, B. Werthner, H. (2005). The Framework of Web-based Voice of the Customers Management for Business Process Management in Service Industry E-commerce and Web Technologies. Berlin/Heidelberg:Springer Google Scholar
  • 24. Pyon, C.U. , Woo, J.Y. , Park, S.C. (2011). ‘Service improvement by business process management using customer complaints in financial service industry’. Expert Systems with Applications. 38, 4, 3267-3279 Google Scholar
  • 25. Raharjo, H. , Xie, M. , Brombacher, A.C. (2011). ‘A systematic methodology to deal with the dynamics of customer needs in quality function deployment’. Expert Systems with Applications. 38, 4, 3653-3662 Google Scholar
  • 26. Sharma, S. , Goyal, D.P. , Mittal, R.K. (2008). ‘Data mining research for customer relationship management systems: a framework and analysis’. International Journal of Business Information Systems. 3, 5, 549-565 AbstractGoogle Scholar
  • 27. Shi, W-H. , Liu, J-Y. , Zhang, Y. (2011). ‘The effect of service failure attribution on consumer complaint behavior: the mediating role of negative emotion’. The Journal of China Universities of Posts and Telecommunications. 18, 2, Supplement, 169-173 Google Scholar
  • 28. Stauss, B. (2002). ‘The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction’. Managing Service Quality. 12, 3, 173-183 Google Scholar
  • 29. Stone, M. (2011). ‘Literature review on complaints management’. Journal of Database Marketing & Customer Strategy Management. 18, 2, 108-122 Google Scholar
  • 30. Sudhahar, C. , Kumar, R.S.P. , Senthil, V. , Devadasan, S.R. , Murugesh, R. (2009). ‘Web-based QFD: a collaborative technique for supporting the adoption of customers voices’. International Journal of Business Information Systems. 4, 3, 360-385 AbstractGoogle Scholar
  • 31. Vos, J.F.J. , Huitema, G.B. , Lange-Ros, E.D. (2008). ‘How organisations can learn from complaints’. The TQM Journal. 20, 1, 8-17 Google Scholar
  • 32. Zairi, M. (2000). ‘Managing customer dissatisfaction through effective complaints management systems’. The TQM Magazine. 12, 5, 331-337 Google Scholar