Managing Customer Complaints in Professional Services

Marek Gnusowski

Abstract

It is important for service providers to get feedback from their customers, particularly after an unfavorable service experience. The main aim of the paper is to conceptualize different aspects of customer complaint management in Professional Service Firms. Furthermore, a case study of customer management in one of Polish law firms shows that taking customer’s complaints into account may contribute to business prosperity. Moreover, the study indicates directions for future research, basing on an analysis of the literature of management of professional services.
Author Marek Gnusowski (WZ / KBRiU)
Marek Gnusowski,,
- Department of Research Markets and Services
Journal seriesJournal of Applied Management and Investments, ISSN 2225-3467, (0 pkt)
Issue year2016
Vol5
No4
Pages236-240
Publication size in sheets0.5
Keywords in Englishservice management, professional services, customer complaints
URL http://www.jami.org.ua/Papers/JAMI_5_4_236-240.pdf
Languageen angielski
Score (nominal)5
Score sourcejournalList
ScoreMinisterial score = 0.0, 19-12-2019, ArticleFromJournal
Ministerial score (2013-2016) = 5.0, 19-12-2019, ArticleFromJournal
Citation count*1 (2020-06-30)
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