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- Modeling industrial buyer complaints: Implications for satisfying and saving customers. Hansen, Scott W.; Powers, Thomas L.; Swan, John E. // Journal of Marketing Theory & Practice;Fall97, Vol. 5 Issue 4, p12
Presents a conceptual and testable model of industrial complaints. Behavior of consumers following an unsatisfactory purchase; Analysis of responses of individual consumers; Characteristics of an industrial buyer; Variables influencing the complaining behavior.
- The Effects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior. Blodgett, Jeffrey G.; J.Hill, Donna // Journal of Retailing;Summer97, Vol. 73 Issue 2, p185
Examines the effects of distributive, interactional, and procedural justice on consumer complaints' repatronage and negative intentions. Theoretical foundations of complaining behavior; Hypotheses and research questions of the study; Created scenarios for the test subjects.
- A customer's complaint. Dreyer, R.S. // Supervision;Jul94, Vol. 55 Issue 7, p22
Focuses on ways to respond to customer complaints. Incident in a company following a complaint from a good customer; Helpful advisory, investigatory, analytical and reassuring approaches to handling complaints; Methods to promote the importance of customer service.
- The dos and don'ts of handling complaints over the phone. Grubb, Dawn J. // Women in Business;Mar/Apr94, Vol. 46 Issue 2, p26
Offers advice on handling angry customers on the telephone. The importance of acknowledging and apologizing; Sympathizing with the caller; Accepting responsibility; Reasons why customers complain. INSET: Where to get more customer service training..
- Making a fuss and getting results. Lloyd, Fonda Marie // Black Enterprise;Oct95, Vol. 26 Issue 3, p111
Presents suggestions in resolving complaints about a problem with a product or service. Avoiding problems by doing research on the product or service; Registering a complaint; Writing a letter to the company; Building a base of support for claims; Taking legal action; Flip side of complaining;...
- Customer complaints offer opportunity to improve. Redmond, Jack // Inside Tucson Business;6/17/96, Vol. 6 Issue 12, p15
Discusses why customer complaints should be viewed as the most productive of business communications. Meters of customer opinion; Approaches to complaint handling; Tips on how to prevent complaints; Areas of complaints.
- Show me the service. Tschohl, John // American Salesman;Aug97, Vol. 42 Issue 8, p9
Provides pointers on how to effectively present a consumer complaint. Presenting important facts such as dates, names, and specific incidents; Specification of the expected remedy; Findings of the National Consumer Survey concerning household complaints.
- How to deal with a difficult customer: A positive solution to a negative situation. Evenson, Renee // American Salesman;Jul98, Vol. 43 Issue 7, p26
Focuses on listening, identifying, rectifying, appreciating and analyzing, as a five step approach for dealing with customers. Discussion on each step of the approach; Importance of using this approach when customers are irate or angry.
- Turning customer criticism into feedback. Stevens, Mark // Executive Female (0199-2880);Mar/Apr96, Vol. 19 Issue 2, p36
Provides pointers in turning customer complaints into feedbacks. Nature for complaints; Management of complaints as a free market research; Establishment of accountability. INSET: Business (greeting) cards..