Prof. Dr. Dr. h. c. Bernd Stauss Forschung für Service, Konsumentenverhalten und Marketing
Prof. Dr. Dr. h. c. Bernd Stauss Forschung für Service, Konsumentenverhalten und Marketing

"Effective Complaint Management – The Business Case for Customer Satisfaction"

Die internationale Ausgabe des Standardwerks "Beschwerdemanagement" ist in zweiter Auflage erschienen.

This practice- and research-based book caters to the needs of execiutive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, negleceting professional complaint management poses a considerable threat to customer relationships, sales and profits.

The book offers a comprehensive concept, which emphjasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further it discusses the relevant 'backstage' tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint evaluation, controlling and reporting. 


  1. Complaint Management in a Customer-Oriented Firm
  2. Complaints
  3. The Behavior of Dissatisfied Customers
  4. Principles of Complaint Management
  5. Strategic Planning of Complaint Management
  6. Complaint Stimulation
  7. Complaint Acceptance
  8. Complaint Processing
  9. Complaint Reaction
  10. Complaint Evaluation
  11. Complaint Management Controlling
  12. Complaint Reporting
  13. Utilization of Complaint Information
  14. Human Resource Aspects of Complaint Management
  15. Organizational Aspects of Complaint Management
  16. Technological Aspects of Complaint Management
  17. Social Media Complaints
  18. Implementing Active Complaint Management
  19. Quick Test Complaint Management




ISBN: 978-3-319-98704-0


Preis: 64,19 €


Weitere Informationen und Bestellung: Bitte Buchabbildung anklicken






ISBN: 978-3-319-98705-7


Preis: 50,55 €


Weitere Informationen und Bestellung: Bitte Buchabbildung anklicken