Artikel
Customer complaints and service policy in electronic commerce
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.
- Sprache
-
Englisch
- Erschienen in
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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)
- Klassifikation
-
Management
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Fan, Y-W.
Miao, Y-F.
Wu, S-C.
- Ereignis
-
Veröffentlichung
- (wer)
-
African Online Scientific Information Systems (AOSIS)
- (wo)
-
Cape Town
- (wann)
-
2013
- DOI
-
doi:10.4102/sajbm.v44i3.158
- Handle
- Letzte Aktualisierung
-
10.03.2025, 11:43 MEZ
Datenpartner
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Objekttyp
- Artikel
Beteiligte
- Fan, Y-W.
- Miao, Y-F.
- Wu, S-C.
- African Online Scientific Information Systems (AOSIS)
Entstanden
- 2013
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