Managing Customer Complaints in Professional Services
AbstractIt 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.
|Journal series||Journal of Applied Management and Investments, ISSN 2225-3467, (0 pkt)|
|Publication size in sheets||0.5|
|Keywords in English||service management, professional services, customer complaints|
|Score|| = 0.0, 19-12-2019, ArticleFromJournal|
= 5.0, 19-12-2019, ArticleFromJournal
|Citation count*||1 (2020-09-13)|
* presented citation count is obtained through Internet information analysis and it is close to the number calculated by the Publish or Perish system.