Understanding Customer Complaint Behaviour for Sustainable Business Development

Business strategies for sustainable development

The concept of sustainable development has received growing recognition, but it is a new idea for many business executives. For most, the concept remains abstract and theoretical. Protecting an organization's capital base is a well-accepted business principle. Yet organizations do not generally recognize the possibility of extending this notion to the world's natural and human resources. If sus...

A Model for Customer Complaint Management

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Ontology-Based Customer Complaint Management

This paper presents an ontology-based approach for managing and maintaining multilingual online customer complaints. To achieve trust and transparency in e-commerce communications and transactions, effective and cross-border complaint platforms need to be established and may be integrated in e-business activities. The effectiveness and width of such complaint service platforms depend on rising ...

Towards Effectiveness and Transparency in e-Business Transactions -An Ontology for Customer Complaint Management

This chapter presents an ontology for customer complaint management, which has been developed in the CCFORM project. CCFORM is an EU funded project (IST-2001-38248) with an aim of studying the foundation of a central European customer complaint portal. The idea is that any consumer can register a complaint against any party about any problem, at one portal. This portal should: support 11 langua...

Understanding customer need during new product development