Attaining superior complaint resolution

Sridhar R Papagari Sangareddy, Sanjeev Jha, Chen Ye, Kevin C. Desouza

Research output: Contribution to journalArticle

6 Citations (Scopus)

Abstract

A research highlighting the importance of customer service for consumer technology companies in retaining their customers is discussed. Consumer technology companies spend inordinate amounts of time, cost, and effort to get their innovations to market. Consumer technologies demand attention due to their commoditization, 5 increased complexity, and advances in technology, and focus on high serviceability. The complaint management process can also impact customers' intention to continue or discontinue using a given technology. It is important to understand that politeness and good interaction alone cannot be enough to satisfy customers. Happy, satisfying experience reinforces faith in the service provider and in all likelihood will prompt them to spread the good word about their service recovery experience. The complaint management process does have an impact on customers' satisfaction with the technology service provider, and satisfaction with the service recovery may influence them to stay loyal and repurchase services from the service provider.

Original languageEnglish (US)
Pages (from-to)122-126
Number of pages5
JournalCommunications of the ACM
Volume52
Issue number10
DOIs
StatePublished - Oct 1 2009
Externally publishedYes

Fingerprint

Recovery
Customer satisfaction
Industry
Innovation
Costs

ASJC Scopus subject areas

  • Computer Science(all)

Cite this

Sangareddy, S. R. P., Jha, S., Ye, C., & Desouza, K. C. (2009). Attaining superior complaint resolution. Communications of the ACM, 52(10), 122-126. https://doi.org/10.1145/1562764.1562795

Attaining superior complaint resolution. / Sangareddy, Sridhar R Papagari; Jha, Sanjeev; Ye, Chen; Desouza, Kevin C.

In: Communications of the ACM, Vol. 52, No. 10, 01.10.2009, p. 122-126.

Research output: Contribution to journalArticle

Sangareddy, SRP, Jha, S, Ye, C & Desouza, KC 2009, 'Attaining superior complaint resolution', Communications of the ACM, vol. 52, no. 10, pp. 122-126. https://doi.org/10.1145/1562764.1562795
Sangareddy SRP, Jha S, Ye C, Desouza KC. Attaining superior complaint resolution. Communications of the ACM. 2009 Oct 1;52(10):122-126. https://doi.org/10.1145/1562764.1562795
Sangareddy, Sridhar R Papagari ; Jha, Sanjeev ; Ye, Chen ; Desouza, Kevin C. / Attaining superior complaint resolution. In: Communications of the ACM. 2009 ; Vol. 52, No. 10. pp. 122-126.
@article{78bf666f0b44417f9c34b1c024b8b923,
title = "Attaining superior complaint resolution",
abstract = "A research highlighting the importance of customer service for consumer technology companies in retaining their customers is discussed. Consumer technology companies spend inordinate amounts of time, cost, and effort to get their innovations to market. Consumer technologies demand attention due to their commoditization, 5 increased complexity, and advances in technology, and focus on high serviceability. The complaint management process can also impact customers' intention to continue or discontinue using a given technology. It is important to understand that politeness and good interaction alone cannot be enough to satisfy customers. Happy, satisfying experience reinforces faith in the service provider and in all likelihood will prompt them to spread the good word about their service recovery experience. The complaint management process does have an impact on customers' satisfaction with the technology service provider, and satisfaction with the service recovery may influence them to stay loyal and repurchase services from the service provider.",
author = "Sangareddy, {Sridhar R Papagari} and Sanjeev Jha and Chen Ye and Desouza, {Kevin C.}",
year = "2009",
month = "10",
day = "1",
doi = "10.1145/1562764.1562795",
language = "English (US)",
volume = "52",
pages = "122--126",
journal = "Communications of the ACM",
issn = "0001-0782",
publisher = "Association for Computing Machinery (ACM)",
number = "10",

}

TY - JOUR

T1 - Attaining superior complaint resolution

AU - Sangareddy, Sridhar R Papagari

AU - Jha, Sanjeev

AU - Ye, Chen

AU - Desouza, Kevin C.

PY - 2009/10/1

Y1 - 2009/10/1

N2 - A research highlighting the importance of customer service for consumer technology companies in retaining their customers is discussed. Consumer technology companies spend inordinate amounts of time, cost, and effort to get their innovations to market. Consumer technologies demand attention due to their commoditization, 5 increased complexity, and advances in technology, and focus on high serviceability. The complaint management process can also impact customers' intention to continue or discontinue using a given technology. It is important to understand that politeness and good interaction alone cannot be enough to satisfy customers. Happy, satisfying experience reinforces faith in the service provider and in all likelihood will prompt them to spread the good word about their service recovery experience. The complaint management process does have an impact on customers' satisfaction with the technology service provider, and satisfaction with the service recovery may influence them to stay loyal and repurchase services from the service provider.

AB - A research highlighting the importance of customer service for consumer technology companies in retaining their customers is discussed. Consumer technology companies spend inordinate amounts of time, cost, and effort to get their innovations to market. Consumer technologies demand attention due to their commoditization, 5 increased complexity, and advances in technology, and focus on high serviceability. The complaint management process can also impact customers' intention to continue or discontinue using a given technology. It is important to understand that politeness and good interaction alone cannot be enough to satisfy customers. Happy, satisfying experience reinforces faith in the service provider and in all likelihood will prompt them to spread the good word about their service recovery experience. The complaint management process does have an impact on customers' satisfaction with the technology service provider, and satisfaction with the service recovery may influence them to stay loyal and repurchase services from the service provider.

UR - http://www.scopus.com/inward/record.url?scp=70349661968&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=70349661968&partnerID=8YFLogxK

U2 - 10.1145/1562764.1562795

DO - 10.1145/1562764.1562795

M3 - Article

AN - SCOPUS:70349661968

VL - 52

SP - 122

EP - 126

JO - Communications of the ACM

JF - Communications of the ACM

SN - 0001-0782

IS - 10

ER -