THE DEVELOPMENT OF COMPLAINTS HANDLING STANDARDS IN SPA COMPANIES: A CASE STUDY ANALYSIS IN SPAIN
Journal Title: International Journal for Quality Research - Year 2015, Vol 9, Issue 4
Abstract
The aim of this paper is to analyze the key features of an effective complaint management process as well as to explore whether these systems are formally constituted in terms of standards or other models for complaints management. We use four case studies of spa organizations from Spain. The case studies illustrate the organizations’ approach to managing complaints and customer satisfaction effectively. The results of this exploratory study show that all four organizations have some mechanisms implemented to handle complaints although different levels of formalization have been achieved. The analysis unveils some common difficulties and key success factors of implementing a complaints handling system. The results of this paper suggest that managers should prioritize managing customer complaints effectively in order to enhance their chances of meeting customer expectations. This strategy can result into turning customer complaints to customer satisfaction, especially when the organization views complaints as an opportunity to improve.
Authors and Affiliations
Alexandra Simon, Piotr Kafel, Pawel Nowicki, Marti Casadesus
Keywords
Related Articles
- EP ID EP218053
- DOI -
- Views 99
- Downloads 0
QUALITY MANAGEMENT SYSTEM IN CLINICAL LABORATORIES ACCORDING TO THE ISO 15189:2007 STANDARD - EVALUATION OF THE BENEFITS OF IMPLEMENTATION IN AN ASSISTED REPRODUCTION LABORATORY
Biomedical science is a sensitive discipline and presents unique challenges due to its social character, continuous development and competitiveness. The issue of quality management systems andaccreditation is gaining inc...
A CONFIRMATORY STUDY OF SUPPLY CHAIN PERFORMANCE AND COMPETITIVENESS OF INDIAN MANUFACTURING ORGANIZATIONS
This paper presents finding of a study on Indian manufacturing organizations. A conceptual model is proposed based on a rigorous literature review. The model so developed undergoes through a confirmatory factor analysis...
Fuzzy Logic And Management Mistakes In Contemporary Corporate Decision-Making
Intensive and extensive, radical and dynamic changes in the today’s environment require adjusted, creative and innovative managerial developmental solutions, also based on the fuzzy logic, needed for strategic decision-m...
TWO-STAGE MODEL FOR THE EVALUATION SUPPLIERS IN DIFFERENT TYPES OF SUPPLY CHAINS
Purpose - The purpose of this paper is to, based on the model developed to improve supplier performance and models for supplier evaluation and ranking in different types of supply chains, contribute to the expansion of e...
INVESTIGATING DISCREPANCIES BETWEEN E-SERVICES IMPLEMENTING OR NOT ISO 9001: CUSTOMERS’ OUTLOOK IN THE BACKDROP OF E-SERVICES IN CATALONIA (SPAIN)
Purpose This paper seeks to investigate from customers´ perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service quality, cus...