Managing customer dissatisfaction through effective complaints management systems

Mohamed Zairi (Mohamed Zairi is SABIC Chair in Best Practice Management, University of Bradford Management Centre, Bradford, UK.)

The TQM Magazine

ISSN: 0954-478X

Publication date: 1 October 2000

Abstract

Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer satisfaction. Indeed, the former and the latter are nothing but synonymous expressions and quite compatible concepts. This paper treats the issue of complaints handling and management as essential for achieving customer retention and loyalty. It argues the principle, demonstrates the points through best practice application, and produces a roadmap and an audit tool for developing a culture which is not averse to handling complaints.

Keywords

Citation

Zairi, M. (2000), "Managing customer dissatisfaction through effective complaints management systems", The TQM Magazine, Vol. 12 No. 5, pp. 331-337. https://doi.org/10.1108/09544780010341932

Download as .RIS

Publisher

:

MCB UP Ltd

Copyright © 2000, MCB UP Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.