Customer complaint management is becoming a critical key success factor in today's business environment. This study introduces a methodology to improve complaint-handling strategies through an automatic email-classification system that distinguishes complaints from non-complaints. As such, complaint handling becomes less time-consuming and more successful. The classification system combines tra...

Abstract. Quality and safety of products services are very important factors influencing customers' decisions about the purchase. They affect level customer satisfaction, but also their during consumption. A great deal information perceptions can be inferred from complaints they file. Complaint indicators easily used to analyze quality available on market. The purpose research was filed by cust...

Introduction: Differentiated thyroid cancer (DTC) is the most common endocrine malignancy. This malignancy generally has an excellent prognosis with more than 90% long term survival. Consequently, life quality improvement is the first priority especially in the young DTC survivors. In classic management of a new DTC patient, each therapeutic modality can significantly induce morbidities. In the...

This chapter is intended to give an overview of knowledge management (KM), and to explore its extension to the marketing discipline. It is basically aimed to set the stage for the conceptualisation of knowledgebased complaint management rather than to provide a thorough and exhaustive literature review of the KM theory per se. Therefore the contribution of the chapter in hand lies in the fact t...

This Complaint Management System is developed to manage the complaints received by Corporate Communication Unit of Sarawak Rural Area Water Supply Department. system was solve current problems faced in managing, retrieving and updating data using manual method Users are administrative staff division water engineers. able add, update delete complaint records, as well view information graphical f...

OBJECTIVE To describe and characterize the work of independent complaint offices for users of psychiatric services and of ombudsmen in psychiatric hospitals. METHODS Nationwide survey addressed to all independent complaint offices and to all psychiatric hospitals in Germany. RESULTS The authors were able to identify n = 37 independent complaint offices. About 50 % (n = 215) of the hospitals...