the main objective of the present study is to elaborate the contrasts between males and females in their use of different strategies of complaint in english and persian and ascertain the degree to which independent variables like gender and language affect the application of these strategies during informal communication. furthermore, it offers comparable corpora which provide a good basis for ...

Your use of the JSTOR archive indicates your acceptance of JSTOR's Terms and Conditions of Use, available at http://www.jstor.org/about/terms.html. JSTOR's Terms and Conditions of Use provides, in part, that unless you have obtained prior permission, you may not download an entire issue of a journal or multiple copies of articles, and you may use content in the JSTOR archive only for your perso...

Service failure and recovery is a well-established area of services research. Research has shown that service recovery is critically important from a managerial perspective in terms of maintaining customer relationships. Yet few firms excel at handling service failures. There is a growing number of managers who claim that customers tend to be dissatisfied with their service recovery effort. The...

In times of high market transparency and rapidly evolving technologies, customer requirements are constantly rising and long-term customer loyalty is hard to achieve. Therefore, enterprises have spent enormous efforts on professionalizing their customer relationship management (CRM). Complaint management holds a key position in CRM, since it helps restoring customer satisfaction and repurchase ...

OBJECTIVES To examine the handling system for patient complaints and to identify existing barriers that are associated with effective management of patient complaints in China. SETTING Key stakeholders of the handling system for patient complaints at the national, Shanghai municipal and hospital levels in China. PARTICIPANTS 35 key informants including policymakers, hospital managers, healt...

Today there is no doubt about the relevance of complaint management for customer retention, which, among other things, results in improved repurchase behavior. However, what happens when organizations are not aware of which customers are satisfied and dissatisfied? What happens when complaint management cannot assess the repurchase behavior of their customers? Which consequences in terms of sal...

Complaint management activities have been traditionally seen from the customer relationship point of view, both by researchers and industrialists. Its potential as a driver for quality improvements has been widely neglected in the marketing dominated research field. From a production point of view, root cause analyses of customers’ problems pose a valuable base for improvement of products and p...

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...