The Experts below are selected from a list of 11709 Experts worldwide ranked by ideXlab platform

Dieter Reinwald - One of the best experts on this subject based on the ideXlab platform.

  • A System Dynamics Approach to Value-based Complaint Management Including Repurchase Behavior and Word of Mouth
    ECIS, 2010
    Co-Authors: Marco Maier, Dieter Reinwald
    Abstract:

    Although the importance of Complaint Management for the success of companies is acknowledged, it is little noticed in comparison to other issues of customer relationship Management. In literature on Complaint Management we barely find concrete approaches that focus on a sustainable increase of shareholder value as well as on dynamic effects like e. g. repurchase behavior and word of mouth. By the growth of online social networks along with the evolution of Web 2.0 technologies, the importance of these effects on value-based Management is increasing. As a consequence, there is a lack of wellfounded decision making on how to allocate resources for Complaint processing in business practice. This paper contributes to embedding the concept of value-based Management in the field of Complaint Management particularly by considering the dynamic effects of repurchase behavior and word of mouth. It is based on a design research approach where the artifact is a basic system dynamics simulation model which was prototypically implemented. The results of the paper show how customer equity – as a measure for shareholder value – is influenced by dynamic effects. The model is meant to be adapted to different company- or industry-specific environments.

  • ECIS - A System Dynamics Approach to Value-based Complaint Management Including Repurchase Behavior and Word of Mouth
    2010
    Co-Authors: Marco C. Meier, Dieter Reinwald
    Abstract:

    Although the importance of Complaint Management for the success of companies is acknowledged, it is little noticed in comparison to other issues of customer relationship Management. In literature on Complaint Management we barely find concrete approaches that focus on a sustainable increase of shareholder value as well as on dynamic effects like e. g. repurchase behavior and word of mouth. By the growth of online social networks along with the evolution of Web 2.0 technologies, the importance of these effects on value-based Management is increasing. As a consequence, there is a lack of wellfounded decision making on how to allocate resources for Complaint processing in business practice. This paper contributes to embedding the concept of value-based Management in the field of Complaint Management particularly by considering the dynamic effects of repurchase behavior and word of mouth. It is based on a design research approach where the artifact is a basic system dynamics simulation model which was prototypically implemented. The results of the paper show how customer equity – as a measure for shareholder value – is influenced by dynamic effects. The model is meant to be adapted to different companyor industry-specific environments.

  • AMCIS - Complaint Management and Repurchase Behavior: A Decision Support Approach Using System Dynamics
    2009
    Co-Authors: Dieter Reinwald
    Abstract:

    Today there is no doubt about the relevance of Complaint Management for customer retention, which, among other things, results in improved repurchase behavior. However, what happens when organizations are not aware of which customers are satisfied and dissatisfied? What happens when Complaint Management cannot assess the repurchase behavior of their customers? Which consequences in terms of sales revenue must decision-makers then take into account? To address these questions, we present a decision support approach—based on findings from evidence controlling—to find out what influence repurchase behavior of customers has on the achievement of distribution goals. For this purpose, we develop a system dynamics model for Complaint Management to analyze the effects of repurchase behavior of satisfied and dissatisfied customers. The research findings suggest that the application of system dynamics supports identifying relevant feedback loops in Complaint Management and furthermore provides information to what extent repurchase behavior influences distribution goals.

Alexander Linder - One of the best experts on this subject based on the ideXlab platform.

  • Data-oriented Technical Complaint Management for Sustainable Problem Solution☆
    Procedia CIRP, 2015
    Co-Authors: Alexander Linder, Robert Schmitt
    Abstract:

    Abstract Research on technical Complaint Management has shown that it can be a driver of product quality improvements. Systematic handling and analysis of customer Complaints, throughout the whole product lifecycle, has a significant positive impact on future products’ quality. Nevertheless, the results of an empirical study within the machine tool industry provide evidence, that long-term effects for future product generations are rarely achieved. Based on this study, the paper examines reasons for this lack of sustainability in quality improvements. An approach to data-oriented technical Complaint Management is presented, which focuses on the transformation of Complaint information to failure knowledge and its use for long-term quality improvements.

  • the 22nd cirp conference on life cycle engineering data oriented technical Complaint Management for s ustainable problem solution
    2015
    Co-Authors: Alexander Linder, Robert Schmitt
    Abstract:

    Research on technical Complaint Management has shown that it can be a driver of product quality improvements. Systematic handling and analysis of customer Complaints, throughout the whole product lifecycle, has a significant positive impact on future products’ quality. Nevertheless, the results of an empirical study within the machine tool industry provide evidence, that long-term effects for future product g enerations are rarely achieved. Based on this study, the paper examines reasons for this lack of sustainability in quality improvements. An a pproach to data-oriented technical Complaint Management is presented, which f ocuses on the transformation of Complaint information to failure knowledge and its use for long-term quality improvements. © 2015 The Authors. Published by Elsevier B.V. Peer-review under responsibility of the International Scientific Committee of the Conference “22nd CIRP conference on Life Cycle

  • Technical Complaint Management from a quality perspective
    Total Quality Management & Business Excellence, 2014
    Co-Authors: Alexander Linder, Sebastian Schmitt, Robert Schmitt
    Abstract:

    Technical Complaint Management (TCM) comprises the processes of reception, handling, analysis and use of customer Complaints. Its focus lies on the continuous improvement of products and processes based on customer Complaints. This paper presents research on this quality-oriented perspective on CM. The approach is structured in four steps. Firstly, the state of the art in CM research is briefly described and analysed for its quality orientation. In order to set a base for the research to be carried out, a target system for quality-oriented CM is presented. The target system combines the customer relationship and quality Management perspectives of CM. In accordance with the presented target system a reference model for quality-oriented TCM is developed and presented in detail. The model comprehends the requirements for the internal organisation of TCM in a process model. Its scope reaches from the reception of a Complaint to the long-term use of Complaint information in new product development. In order to...

  • technical Complaint Management as a lever for product and process improvement
    Cirp Annals-manufacturing Technology, 2013
    Co-Authors: Robert Schmitt, Alexander Linder
    Abstract:

    Abstract Complaint Management activities have been traditionally seen from the customer relationship point of view, both by researchers and industrialists. Its potential as a driver for quality improvements has been widely neglected in the marketing dominated research field. From a production point of view, root cause analyses of customers’ problems pose a valuable base for improvement of products and processes. The paper examines the impact of Complaint Management activities as levers for improvement in a quality control loop context. Results of an empirical study based on a reference model for technical Complaint Management are discussed to quantify effects on quality parameters.

Robert Schmitt - One of the best experts on this subject based on the ideXlab platform.

  • Data-oriented Technical Complaint Management for Sustainable Problem Solution☆
    Procedia CIRP, 2015
    Co-Authors: Alexander Linder, Robert Schmitt
    Abstract:

    Abstract Research on technical Complaint Management has shown that it can be a driver of product quality improvements. Systematic handling and analysis of customer Complaints, throughout the whole product lifecycle, has a significant positive impact on future products’ quality. Nevertheless, the results of an empirical study within the machine tool industry provide evidence, that long-term effects for future product generations are rarely achieved. Based on this study, the paper examines reasons for this lack of sustainability in quality improvements. An approach to data-oriented technical Complaint Management is presented, which focuses on the transformation of Complaint information to failure knowledge and its use for long-term quality improvements.

  • the 22nd cirp conference on life cycle engineering data oriented technical Complaint Management for s ustainable problem solution
    2015
    Co-Authors: Alexander Linder, Robert Schmitt
    Abstract:

    Research on technical Complaint Management has shown that it can be a driver of product quality improvements. Systematic handling and analysis of customer Complaints, throughout the whole product lifecycle, has a significant positive impact on future products’ quality. Nevertheless, the results of an empirical study within the machine tool industry provide evidence, that long-term effects for future product g enerations are rarely achieved. Based on this study, the paper examines reasons for this lack of sustainability in quality improvements. An a pproach to data-oriented technical Complaint Management is presented, which f ocuses on the transformation of Complaint information to failure knowledge and its use for long-term quality improvements. © 2015 The Authors. Published by Elsevier B.V. Peer-review under responsibility of the International Scientific Committee of the Conference “22nd CIRP conference on Life Cycle

  • Technical Complaint Management from a quality perspective
    Total Quality Management & Business Excellence, 2014
    Co-Authors: Alexander Linder, Sebastian Schmitt, Robert Schmitt
    Abstract:

    Technical Complaint Management (TCM) comprises the processes of reception, handling, analysis and use of customer Complaints. Its focus lies on the continuous improvement of products and processes based on customer Complaints. This paper presents research on this quality-oriented perspective on CM. The approach is structured in four steps. Firstly, the state of the art in CM research is briefly described and analysed for its quality orientation. In order to set a base for the research to be carried out, a target system for quality-oriented CM is presented. The target system combines the customer relationship and quality Management perspectives of CM. In accordance with the presented target system a reference model for quality-oriented TCM is developed and presented in detail. The model comprehends the requirements for the internal organisation of TCM in a process model. Its scope reaches from the reception of a Complaint to the long-term use of Complaint information in new product development. In order to...

  • technical Complaint Management as a lever for product and process improvement
    Cirp Annals-manufacturing Technology, 2013
    Co-Authors: Robert Schmitt, Alexander Linder
    Abstract:

    Abstract Complaint Management activities have been traditionally seen from the customer relationship point of view, both by researchers and industrialists. Its potential as a driver for quality improvements has been widely neglected in the marketing dominated research field. From a production point of view, root cause analyses of customers’ problems pose a valuable base for improvement of products and processes. The paper examines the impact of Complaint Management activities as levers for improvement in a quality control loop context. Results of an empirical study based on a reference model for technical Complaint Management are discussed to quantify effects on quality parameters.

Ana María Díaz Martín - One of the best experts on this subject based on the ideXlab platform.

  • Analysis of the role of Complaint Management in the context of relationship marketing
    Journal of Marketing Management, 2010
    Co-Authors: Leticia Suárez Álvarez, Rodolfo Vázquez Casielles, Ana María Díaz Martín
    Abstract:

    Abstract This research aims to contribute to the relationship-marketing strategy by studying the role of Complaint Management in long-term relationships. Two factors distinguish it from other studies: it takes into account two types of customers, consumers and firms, and the result variable selected is the probability of ending an ongoing relationship. Two questionnaires were designed for every population. One of them was auto-administrated to a sample of consumers in the north of Spain, and the other one was sent to a representative sample of Spanish firms. The data analyses were conducted using structural equation modelling. The findings confirm the importance that theory accords to the relationship-marketing strategy, and also provide evidence for the importance of Complaint Management. Thus having a good Complaint-handling system and trained and motivated staff who are fully committed to the firm's objectives are fundamental requisites for firms to be able to build a stable customer portfolio.

Wolfgang Seidel - One of the best experts on this subject based on the ideXlab platform.

  • Technological Aspects of Complaint Management
    Management for Professionals, 2019
    Co-Authors: Bernd Stauss, Wolfgang Seidel
    Abstract:

    With regard to the use of Complaint Management software, the following issues are of particular relevance: the conditions under which the application of a software solution is required, the decision on whether to use a special Complaint-Management software or an integrated CRM solution, core functionalities of Complaint-Management software systems and the integration of Internet, intranet and e-mail communication.

  • Quick Test Complaint Management
    Management for Professionals, 2019
    Co-Authors: Bernd Stauss, Wolfgang Seidel
    Abstract:

    A list of statements regarding your Complaint Management is presented below. With this instrument, you can get a quick overview of the extent to which the basic principles of Complaint Management have already been implemented and where deficits exist and action needs to be taken.

  • Complaint-Management Controlling
    Management for Professionals, 2019
    Co-Authors: Bernd Stauss, Wolfgang Seidel
    Abstract:

    Complaint Management controlling consists of three areas: evidence controlling, task controlling and cost-benefit controlling.

  • Strategic Planning of Complaint Management
    Management for Professionals, 2019
    Co-Authors: Bernd Stauss, Wolfgang Seidel
    Abstract:

    Complaint Management has a high strategic potential for customer relationship Management as well as quality Management. However, to exploit this potential successfully the head of Complaint Management has to undertake careful strategic planning for this area. This planning process includes three steps: strategic state analysis, development of strategy options and strategy evaluation and selection.

  • Implementing Active Complaint Management
    Management for Professionals, 2019
    Co-Authors: Bernd Stauss, Wolfgang Seidel
    Abstract:

    The goal of implementation is to introduce a system of Complaint Management in the desired form quickly and without any major difficulties. In order to accomplish this goal, a series of measures must be realized in phases. Moreover, significant barriers to implementation must be overcome, so that a successful introduction is guaranteed.