Attaining superior complaint resolution

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

Research output: Contribution to journalArticle

7 Scopus citations

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

ASJC Scopus subject areas

  • Computer Science(all)

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    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