Customer complaints and service policy in electronic commerce
South African Journal of Business Management
Field | Value | |
Title | Customer complaints and service policy in electronic commerce | |
Creator | Fan, Y-W. Miao, Y-F. Wu, S-C. | |
Description | 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. | |
Publisher | AOSIS | |
Date | 2013-09-30 | |
Identifier | 10.4102/sajbm.v44i3.158 | |
Source | South African Journal of Business Management; Vol 44, No 3 (2013); 15-20 2078-5976 2078-5585 | |
Language | eng | |
Relation |
The following web links (URLs) may trigger a file download or direct you to an alternative webpage to gain access to a publication file format of the published article:
https://sajbm.org/index.php/sajbm/article/view/158/165
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