Search the World's Largest Database of Information Science & Technology Terms & Definitions
InfInfoScipedia LogoScipedia
A Free Service of IGI Global Publishing House
Below please find a list of definitions for the term that
you selected from multiple scholarly research resources.

What is Customer Complaints

Exploring the Power of Electronic Word-of-Mouth in the Services Industry
Customers’ way of expressing dissatisfaction of an unfavorable buying or service experience.
Published in Chapter:
Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook
Xiang Ying Mei (Inland Norway University of Applied Sciences, Norway), Ingrid K. Bagaas (Inland Norway University of Applied Sciences, Norway), and Erling K. L. Relling (Inland Norway University of Applied Sciences, Norway)
DOI: 10.4018/978-1-5225-8575-6.ch004
Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.
Full Text Chapter Download: US $37.50 Add to Cart
More Results
Constructing New Venues for Service Improvements Using the Architecture of Preventive Service Systems
Customers address their complaints about service outages and failures to the customer service department of their service provider via a call center or over the Internet. One should distinguish between justified customer complaints and other types of customer requests, just as queries.
Full Text Chapter Download: US $37.50 Add to Cart
eContent Pro Discount Banner
InfoSci OnDemandECP Editorial ServicesAGOSR