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Complaint Handling: A multiple case study: key factors that influence the efficiency of complaint handling in manufacturing industry
Linnaeus University, School of Business and Economics, Department of Marketing.
Linnaeus University, School of Business and Economics, Department of Marketing.
2016 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Manufacturers are transforming their business model from being a product dominant to a customer centric organization, in order to maintain competitive advantage, as well as deliver customer satisfaction thereby to build a long-term relationship with them. The management of complaint handling is regarded as a crucial contributor to its business performance. To identify key factors that influence the efficiency of complaint handling in manufacturing industry, it is important to start with an investigation of a company's internal complaint handling management.

A multiple case study has been carried out in the form of semi-structured, face-to-face interviews with managers from six different manufacturing companies. The studyreveals that four factors in complaint handling are to be paid attention to, which include complaint handling process, qualified complaint handler, complaint handling system and complaint handling policy. By comparing the companies' viewpoints as well as theoretical perspective on these factors, some differences and similarities are revealed. Finally, the study found that the complaint handler who possesses the adequate technical knowledge of the product and interpersonal skills is the most essential factor that affects complaint-handling efficiency. In the meanwhile, complaint-handling system is increasingly important in assisting companies with customer complaints.

Place, publisher, year, edition, pages
2016. , 77 p.
Keyword [en]
complaint handling, after sales service, manufacturing industry, B2B, customer relationship
National Category
Business Administration
Identifiers
URN: urn:nbn:se:lnu:diva-54223OAI: oai:DiVA.org:lnu-54223DiVA: diva2:942616
Subject / course
Business Administration - Other
Educational program
International Sales and Marketing, 180 credits
Supervisors
Examiners
Available from: 2016-06-27 Created: 2016-06-25 Last updated: 2016-06-27Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf