Professional Documents
Culture Documents
Zairi 2000
Zairi 2000
Access to this document was granted through an Emerald subscription provided by emerald-srm:101358 []
For Authors
If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service
information about how to choose which publication to write for and submission guidelines are available for all. Please
visit www.emeraldinsight.com/authors for more information.
About Emerald www.emeraldinsight.com
Emerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of
more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online
products and additional customer resources and services.
Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication
Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.
. They are a way of receiving feedback through joint teams. They have currently over
from customers and therefore necessary 100 people stationed with key customers.
means for putting into action Boeing A & T use different approaches to
improvement plans. handling customer complaints. Amongst the
. They are a tool for preventing key aspects of Boeing's complaints handling
complacency and harnessing internal system are the following:
competencies for optimising products . Service standards set jointly with the
and services. customer and linked to their processes.
. They are a useful way of measuring . Proactive management of customer
performance and allocating resources to contacts and complaint resolution
deal with the deficient areas of the through joint teams (see Figure 1).
business. . Teams handling of complaints is
. They are a useful ``mirror'' for gauging facilitated by a systematic management
internal performance against competition meeting process that involves the
and best in class organisations. customer as a partner.
. They are a useful exercise for getting
. Teams with customer interfaces maintain
nearer the customer and understanding logs of customer complaints, issues,
them better. concerns and warranty claims.
. Complaint management assessments are
One could go on and on by listing the benefits
Downloaded by Carleton University At 16:53 30 January 2016 (PT)
A key message for senior managers . Working through a value chain principle
and using teamwork as a driver for
The difference between being a leader and a optimum performance.
laggard is not really in terms of financial . Using measures at all levels to attract
performance and the short-termistic approach feedback, intelligence and create an on-
to managing business organisations. It is more going dialogue with customers.
in terms of: . Develop a closed loop customer
. Whether there is a genuine willingness to complaints management process capable
turn the business upside down and re- of dealing with concerns from customers
define all of the operations in terms of as quickly and effectively as possible.
customers and their needs?
. Encouraging innovation and continuous
. Whether there is boldness in appreciating learning so that people can go the ``extra
that true sustainable performance comes mile'' in order to create customer delight.
from delivering customer satisfaction first
. Having an effective reward and
recognition system operating at various
and then profit second?
levels and in the key areas of the business.
. Whether there is courage to ``rock the
boat'' and change the culture of the Failure in management is not through having
organisation, so there is no fear, no blame a high percentage of customer complaints to
and no reprimand? deal with. By capturing customer complaints,
Downloaded by Carleton University At 16:53 30 January 2016 (PT)
335
This article has been cited by:
1. Heidi Kevoe-Feldman. 2015. Working the overall structural organization of a call: How customers use third position as
leverage for gaining service representatives' assistance in dealing with service problems. Language & Communication 43, 47-57.
[CrossRef]
2. JOHN K. CHRISTIANSEN, CLAUS VARNES, INA AUGUSTIN, MARTA GASPARIN. 2015. HOW COMPLAINING
CUSTOMERS MAKE COMPANIES LISTEN AND INFLUENCE PRODUCT DEVELOPMENT. International Journal
of Innovation Management 1650001. [CrossRef]
3. Norzaidahwati Zaidin, Rohaizat Baharun, Norhayati ZakuanA development of satisfaction-loyalty and reputation relationship
model using performance measurement approach of the Private Medical Clinics' services: A literature review 1-10. [CrossRef]
4. Logasvathi Murugiah, Haitham Ahmed Akgam. 2015. Study of Customer Satisfaction in the Banking Sector in Libya.
Journal of Economics, Business and Management 3, 674-677. [CrossRef]
5. A. Linder, S. Schmitt, R. Schmitt. 2014. Technical complaint management from a quality perspective. Total Quality
Management & Business Excellence 25, 865-875. [CrossRef]
6. Marilyn M. Helms. 2014. Conscientious Consumerism Project in an Undergraduate Quality Management Class. Decision
Sciences Journal of Innovative Education 12:10.1111/dsji.2014.12.issue-1, 21-31. [CrossRef]
7. Rosalynn Dinnen, Ahmed Hassanien. 2013. Handling Customer Complaints in the Hospitality Industry. International Journal
of Customer Relationship Marketing and Management 2:10.4018/IJCRMM.20110101, 69-91. [CrossRef]
8. Abbas N. Albarq. 2013. Applying a SERVQUAL Model to Measure the Impact of Service Quality on Customer Loyalty
among Local Saudi Banks in Riyadh. American Journal of Industrial and Business Management 03, 700-707. [CrossRef]
Downloaded by Carleton University At 16:53 30 January 2016 (PT)
9. Robert Schmitt, Alexander Linder. 2013. Technical complaint management as a lever for product and process improvement.
CIRP Annals - Manufacturing Technology 62, 435-438. [CrossRef]
10. Pauline Found, Richard Harrison. 2012. Understanding the lean voice of the customer. International Journal of Lean Six
Sigma 3:3, 251-267. [Abstract] [Full Text] [PDF]
11. Ana I Marques, Maria J Rosa, Pedro Soares, Rute Santos, Jorge Mota, Joana Carvalho. 2011. Evaluation of physical activity
programmes for elderly people - a descriptive study using the EFQM' criteria. BMC Public Health 11, 123. [CrossRef]
12. Agnieszka Sitko‐Lutek, Supakij Chuancharoen, Arkhom Sukpitikul, Kongkiti Phusavat. 2010. Applying social network
analysis on customer complaint handling. Industrial Management & Data Systems 110:9, 1402-1419. [Abstract] [Full Text]
[PDF]
13. Masood H Siddiqui, Shalini N Tripathi. 2010. An analytical study of complaining attitudes: With reference to the banking
sector. Journal of Targeting, Measurement and Analysis for Marketing 18, 119-137. [CrossRef]
14. Augustus E. Osseo‐Asare, David Longbottom, Pieris Chourides. 2007. Managerial leadership for total quality improvement
in UK higher education. The TQM Magazine 19:6, 541-560. [Abstract] [Full Text] [PDF]
15. Özlem Atalik. 2007. Customer complaints about airline service: a preliminary study of Turkish frequent flyers. Management
Research News 30:6, 409-419. [Abstract] [Full Text] [PDF]
16. Susan Hughes, Stanislav Karapetrovic. 2006. ISO 10002 Complaints Handling System: a study. International Journal of Quality
& Reliability Management 23:9, 1158-1175. [Abstract] [Full Text] [PDF]
17. Anders Fundin, Mattias Elg. 2006. Exploring routes of dissatisfaction feedback. International Journal of Quality & Reliability
Management 23:8, 986-1001. [Abstract] [Full Text] [PDF]
18. Juan José Tarí. 2006. Improving service quality in a Spanish police service. Total Quality Management & Business Excellence
17, 409-424. [CrossRef]
19. T. Al-Mutawa, T. Eldabi, W.-P. BrinkmanAssessing the feasibility of conducting dynamic customer satisfaction measurement
91-96. [CrossRef]
20. Mary Keating, Denis Harrington. 2003. The challenges of implementing quality in the Irish hotel industry. Journal of
European Industrial Training 27:9, 441-453. [Abstract] [Full Text] [PDF]
21. K Ramachandran. 2003. How dotcoms can be winners: A customer dissatisfaction approach to analysis. Venture Capital 5,
191-216. [CrossRef]
22. Anders P. Fundin, Bo L.S. Bergman. 2003. Exploring the customer feedback process. Measuring Business Excellence 7:2, 55-65.
[Abstract] [Full Text] [PDF]
23. Mary Keating, Denis Harrington. 2002. The challenges of implementing quality in the Irish hotel industry: a review.
Managing Service Quality: An International Journal 12:5, 303-315. [Abstract] [Full Text] [PDF]
24. Irene SamantaCustomers' Satisfaction and Loyalty in the Economic Recession: 78-96. [CrossRef]
25. Handling Customer Complaints in the Hospitality Industry 68-90. [CrossRef]
26. Rosalynn Dinnen, Ahmed HassanienHandling Customer Complaints in the Hospitality Industry 1237-1260. [CrossRef]