Paper Info
Title
A conceptual model for proactive-interactive customer complaint management systems
Abstract
A conceptual model for complaint management systems is introduced in this paper. Complaint management systems comprise proactive and interactive parts. In this paper, the primary model and its elements were developed through literature review. Afterwards, based on the model, the performance of the tax affairs organisation with regards to voice of customer was surveyed and analysed. Evidences gathered from case study, at this stage, helped modifications in the primary model. Academics as well as tax affairs experts were then interviewed to evaluate the model. Existing models of customer complain management systems only focus on dealing with complaints. However, this paper takes a more comprehensive approach to design a model which deals with causes of complaints and also attenuating the potential for complaints. Proactive-interactive complaint management model is capable to deal with causes of complaint - prevention - even before a complaint is made. This will help organisations reduce costs of losing customer and of course higher profitability.
Year
DOI
Venue
2013
10.1504/IJBIS.2013.055303
IJBIS
Keywords
Field
DocType
course higher profitability,tax affairs organisation,proactive-interactive complaint management model,management system,conceptual model,primary model,comprehensive approach,complaint management system,proactive-interactive customer complaint management,case study,tax affairs expert,information systems management,customer satisfaction
Complaint system,Management information systems,Customer satisfaction,Conceptual model,Voice of the customer,Computer science,Knowledge management,Service recovery,Complaint,Management system,Marketing
Journal
Volume
Issue
Citations 
13
4
4
PageRank 
References 
Authors
0.42
15
3
Name
Order
Citations
PageRank
Atefeh Atlikhan140.42
Amir Albadvi216810.80
Amir Hossein Ghapanchi315717.27