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A Lindblomian perspective on customer complaint management policies
Hull University Business School, Hull, UK and ESC-Rennes School of Business, Rennes, France.
2012 (English)In: Journal of Business Research, ISSN 0148-2963, E-ISSN 1873-7978, Vol. 65, no 6, 788-793 p.Article in journal (Refereed) Published
Abstract [en]

This research reports the findings of an exploratory study on the everyday management of customercomplaints in the French business-to-business sector. A web-based survey rendered 57 eligible responses from managers who deal with customer contacts on an everyday basis. ALindblomianperspective is applied to analyze customer relationship management (CRM) systems and policies for managing customercomplaints. Findings indicate that such systems do not influence how managers perceive their communication with customers. Furthermore, the findings demonstrate that a formal policy for managing customercomplaints affects the adjustments that companies make in situations marked by difficulties in choosing solutions to acustomer’s problem and knowing what the outcomes will be.

Place, publisher, year, edition, pages
Elsevier , 2012. Vol. 65, no 6, 788-793 p.
Keyword [en]
Complaint management, Customer relationships, Muddling Policies
National Category
Business Administration
Research subject
Business Studies
URN: urn:nbn:se:umu:diva-46633DOI: 10.1016/j.jbusres.2010.12.017OAI: diva2:439547
Available from: 2011-09-08 Created: 2011-09-08 Last updated: 2012-05-25Bibliographically approved

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Hultén, Peter
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