Creating Value from Complaints: A Case Study of an Education Service Provider - Softcover

Abdullah, Omar Nasif

 
9783659280153: Creating Value from Complaints: A Case Study of an Education Service Provider
Softcover
ISBN 10: 3659280151 ISBN 13: 9783659280153
Verlag: LAP LAMBERT Academic Publishing, 2012

Inhaltsangabe

This book contains great insights for both the practitioners and the academicians. Complaint management has long been considered as an under-researched topic.However, the need for more rigorous research in this field has become urgent since the study of services marketing has got momentum during the last decade. The present study proposes a frame of reference for value creation from complaints that includes a holistic complaint management framework.The research uses the case study approach to investigate a service provider’s complaint management system. The book contains an extensive review of the service recovery and complaint management literatures. The present study uses both primary and secondary data. Improvised interviewing method was used to collect primary data which is discussed in the methodology chapter.The chapter also discusses the pros and cons of the case study research bringing valuable insight to the case study researchers. The analysis section offers the readers a deeper understanding of how value can be created from complaints.Findings from the present study will hopefully enlighten the researchers on how complaints can act as a change agent in the organisation

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Reseña del editor

This book contains great insights for both the practitioners and the academicians. Complaint management has long been considered as an under-researched topic.However, the need for more rigorous research in this field has become urgent since the study of services marketing has got momentum during the last decade. The present study proposes a frame of reference for value creation from complaints that includes a holistic complaint management framework.The research uses the case study approach to investigate a service provider's complaint management system. The book contains an extensive review of the service recovery and complaint management literatures. The present study uses both primary and secondary data. Improvised interviewing method was used to collect primary data which is discussed in the methodology chapter.The chapter also discusses the pros and cons of the case study research bringing valuable insight to the case study researchers. The analysis section offers the readers a deeper understanding of how value can be created from complaints.Findings from the present study will hopefully enlighten the researchers on how complaints can act as a change agent in the organisation

Biografía del autor

The author is a business graduate. He completed his MSc in Marketing from University of Manchester, UK. The author seeks a career in marketing communications. Strategic brand management and services marketing are the two areas of his interest. He is an avid listener of music and a great appreciator of all forms of art. The author likes to travel.

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Verlag
LAP LAMBERT Academic Publishing
Erscheinungsdatum
2012
Sprache
Englisch
ISBN 10 
3659280151
ISBN 13 
9783659280153
Einband
Tapa blanda
Anzahl der Seiten
112
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
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