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When Customers Complain Illegitimately: Potential Countermeasures and Recommendations for Managers - Softcover
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Bachelor Thesis from the year 2020 in the subject Business economics - Business Management, Corporate Governance, grade: 1,3, University of Mannheim, language: English, abstract: This thesis provides an extensive overview of the recent literature on illegitimate customer complaints, offering relevant insights and recommendations for managers. In recent times, illegitimate customer complaints have become an increasing problem for companies in various industries. In these cases, customers voice complaints, although no actual problem has occurred. Nevertheless, best practice guidelines for dealing with this type of complaint that are based on scientifically substantiated evidence are still hard to find. Specifically, this thesis identifies an increasing customer orientation, generous return policies, and changes in the technological environment as the main drivers facilitating illegitimate complaints. The influence of other factors on illegitimate complaining behavior, such as the "domino effect" as a situational factor, is also highlighted. With additional consideration of the motives of complainers (where a distinction can be made between fraudulent returners, freeloaders, fault transferors, peer-induced esteem seekers, solitary ego gainers, and disruptors), countermeasures are derived. The empowerment of employees, inter alia, through an increase of their responsibility, the implementation of complaint databases and complaint management systems, and the revision of the existing service culture and return policy, were identified as the most effective counter-measures to the negative impacts of illegitimate complaints.
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Markus Giesecke wurde am 15. April 1979 in Regensburg geboren und ist seit 2011 als freiberuflicher Übersetzer und Dolmetscher für die Sprachen Deutsch, Englisch und Spanisch tätig. Für die englische Sprache ist er als Übersetzer vor dem Landgericht Regensburg öffentlich bestellt und allgemein vereidigt. Der Schwerpunkt seiner Tätigkeit liegt auf der Übersetzung und Beglaubigung von Urkunden, Zeugnissen, rechtlichen Dokumenten, Gerichtsurteilen, Jahresabschlüssen etc.
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When Customers Complain Illegitimately
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Taschenbuch. Zustand: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Bachelor Thesis from the year 2020 in the subject Business economics - Business Management, Corporate Governance, grade: 1,3, University of Mannheim, language: English, abstract: This thesis provides an extensive overview of the recent literature on illegitimate customer complaints, offering relevant insights and recommendations for managers. In recent times, illegitimate customer complaints have become an increasing problem for companies in various industries. In these cases, customers voice complaints, although no actual problem has occurred. Nevertheless, best practice guidelines for dealing with this type of complaint that are based on scientifically substantiated evidence are still hard to find.Specifically, this thesis identifies an increasing customer orientation, generous return policies, and changes in the technological environment as the main drivers facilitating illegitimate complaints. The influence of other factors on illegitimate complaining behavior, such as the 'domino effect' as a situational factor, is also highlighted. With additional consideration of the motives of complainers (where a distinction can be made between fraudulent returners, freeloaders, fault transferors, peer-induced esteem seekers, solitary ego gainers, and disruptors), countermeasures are derived. The empowerment of employees, inter alia, through an increase of their responsibility, the implementation of complaint databases and complaint management systems, and the revision of the existing service culture and return policy, were identified as the most effective counter-measures to the negative impacts of illegitimate complaints. 40 pp. Englisch. Bestandsnummer des Verkäufers 9783346382290
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When Customers Complain Illegitimately : Potential Countermeasures and Recommendations for Managers
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Taschenbuch. Zustand: Neu. Druck auf Anfrage Neuware - Printed after ordering - Bachelor Thesis from the year 2020 in the subject Business economics - Business Management, Corporate Governance, grade: 1,3, University of Mannheim, language: English, abstract: This thesis provides an extensive overview of the recent literature on illegitimate customer complaints, offering relevant insights and recommendations for managers. In recent times, illegitimate customer complaints have become an increasing problem for companies in various industries. In these cases, customers voice complaints, although no actual problem has occurred. Nevertheless, best practice guidelines for dealing with this type of complaint that are based on scientifically substantiated evidence are still hard to find.Specifically, this thesis identifies an increasing customer orientation, generous return policies, and changes in the technological environment as the main drivers facilitating illegitimate complaints. The influence of other factors on illegitimate complaining behavior, such as the 'domino effect' as a situational factor, is also highlighted. With additional consideration of the motives of complainers (where a distinction can be made between fraudulent returners, freeloaders, fault transferors, peer-induced esteem seekers, solitary ego gainers, and disruptors), countermeasures are derived. The empowerment of employees, inter alia, through an increase of their responsibility, the implementation of complaint databases and complaint management systems, and the revision of the existing service culture and return policy, were identified as the most effective counter-measures to the negative impacts of illegitimate complaints. Bestandsnummer des Verkäufers 9783346382290
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When Customers Complain Illegitimately
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Taschenbuch. Zustand: Neu. This item is printed on demand - Print on Demand Titel. Neuware -Bachelor Thesis from the year 2020 in the subject Business economics - Business Management, Corporate Governance, grade: 1,3, University of Mannheim, language: English, abstract: This thesis provides an extensive overview of the recent literature on illegitimate customer complaints, offering relevant insights and recommendations for managers. In recent times, illegitimate customer complaints have become an increasing problem for companies in various industries. In these cases, customers voice complaints, although no actual problem has occurred. Nevertheless, best practice guidelines for dealing with this type of complaint that are based on scientifically substantiated evidence are still hard to find.Specifically, this thesis identifies an increasing customer orientation, generous return policies, and changes in the technological environment as the main drivers facilitating illegitimate complaints. The influence of other factors on illegitimate complaining behavior, such as the ¿domino effect¿ as a situational factor, is also highlighted. With additional consideration of the motives of complainers (where a distinction can be made between fraudulent returners, freeloaders, fault transferors, peer-induced esteem seekers, solitary ego gainers, and disruptors), countermeasures are derived. The empowerment of employees, inter alia, through an increase of their responsibility, the implementation of complaint databases and complaint management systems, and the revision of the existing service culture and return policy, were identified as the most effective counter-measures to the negative impacts of illegitimate complaints.GRIN Publishing GmbH, Waltherstraße 23, 80337 München 40 pp. Englisch. Bestandsnummer des Verkäufers 9783346382290
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When Customers Complain Illegitimately | Potential Countermeasures and Recommendations for Managers
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Taschenbuch. Zustand: Neu. When Customers Complain Illegitimately | Potential Countermeasures and Recommendations for Managers | Anonymous | Taschenbuch | Aus der Reihe: [.] stipendiaten-wissen | Englisch | 2021 | GRIN Verlag | EAN 9783346382290 | Verantwortliche Person für die EU: GRIN Publishing GmbH, Waltherstr. 23, 80337 München, info[at]grin[dot]com | Anbieter: preigu. Bestandsnummer des Verkäufers 120250631
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