Customer complaints and service policy in electronic commerce

Artikel

Handling customer complaints is an important strategy to retain customers. Therefore, in the event of service failure, e-retailers should concentrate on recovery policies. However, studies discussing prevention policies to avoid customer complaints are scant. This study collected 5933 real customer complaint data from an electronic commerce customer-service database and classified customer complaints into 6 types. The findings showed that a number of customers were dishonest and took advantage of recovery policies. After interviewing business managers and consultants, this research suggests that e-retailers have prevention policies to guarantee accuracy of packaging and delivery processes. Prevention policies can reduce customer complaints, and avoid extra costs for businesses conducting recovery policies.

Object Details

• Language: Englisch

References and Relationships

• Bibliographic citation: Journal: South African Journal of Business Management ; ISSN: 2078-5976 ; Volume: 44 ; Year: 2013 ; Issue: 3 ; Pages: 15-20 ; Cape Town: African Online Scientific Information Systems (AOSIS)

Classification and Topics

• Classification: Management

Contributors, Places and Time

• Event: Geistige Schöpfung
• (who): Fan, Y-W. ; Miao, Y-F. ; Wu, S-C.
• Event: Veröffentlichung
• (who): African Online Scientific Information Systems (AOSIS)
• (where): Cape Town
• (when): 2013

Further information

• DOI: doi:10.4102/sajbm.v44i3.158
• Handle: http://hdl.handle.net/10419/218516
• Last update: 10.03.2025, 11:43 AM CET