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| Topic: |
Business
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| Number of pages / Number of words: |
4 / 872 |
Essay's paper body
Nyer (2000) has investigated the relation between customer complaint and customer satisfaction. The author found that encouraging consumers to complaint increased their satisfaction, and this was especially the case for the most dissatisfied customers. Research has also found that the more intensely a customer complain, the greater the increase in satisfaction...
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Johnston(2001) claims that complaint management not only result in customer satisfaction, but leads to operational improvement and improved financial performance. As for retention, it will brings benefits such as employee retention and satisfaction, better service, lower costs (Reichheld, 1995), lower price sensitivity, positive word-of-mouth, higher market share, higher efficiency and higher productivity...
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General points of the essay
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