How effective complaint management affects customer retention: The case of group-buying site grouper.mk
In a highly competitive modern business world, keeping a dissatisfied customer is essential to any company, considering the high cost of acquiring new customers. It is easier than ever for dissatisfied customers to spread their experiences and bad word of mouth through the various media that new tec...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Split, Faculty of Economics
2022-01-01
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| Series: | Management : Journal of Contemporary Management Issues |
| Subjects: | |
| Online Access: | https://hrcak.srce.hr/file/400146 |
| _version_ | 1797206756211818496 |
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| author | Nina Angelovska Sasho Josimovski Lidija Pulevska Ivanovska |
| author_facet | Nina Angelovska Sasho Josimovski Lidija Pulevska Ivanovska |
| author_sort | Nina Angelovska |
| collection | DOAJ |
| description | In a highly competitive modern business world, keeping a dissatisfied customer is essential to any company, considering the high cost of acquiring new customers. It is easier than ever for dissatisfied customers to spread their experiences and bad word of mouth through the various media that new technology and the Internet offer. Therefore, handling customers’ complaints effectively can be a critical factor in a customer’s decision - whether to continue using the company’s services or products or switch to a competitor. In this context, “effective” means minimizing costs for the company while achieving the intended or expected result. A content analysis of customer complaints emailed to t he group-buying web- site Grouper.mk was conducted. A total of 220 complaints and related decisions were reviewed, analyzed, and categorized into six reasons for customer dissatisfaction and three ways to compensate for the dissatisfaction. In addition, the internal customer database analysis revealed that timely resolution of customer issues with the right approach resulted in 80% of all dissatisfied customers staying with the company. The analysis also showed that more frequent customers are more likely to remain after a complaint has been resolved than less frequent customers. |
| first_indexed | 2024-04-24T09:12:04Z |
| format | Article |
| id | doaj.art-ef5d71b421c54e6ea00c5150d4dcb9ed |
| institution | Directory Open Access Journal |
| issn | 1331-0194 1846-3363 |
| language | English |
| last_indexed | 2024-04-24T09:12:04Z |
| publishDate | 2022-01-01 |
| publisher | University of Split, Faculty of Economics |
| record_format | Article |
| series | Management : Journal of Contemporary Management Issues |
| spelling | doaj.art-ef5d71b421c54e6ea00c5150d4dcb9ed2024-04-15T17:42:06ZengUniversity of Split, Faculty of EconomicsManagement : Journal of Contemporary Management Issues1331-01941846-33632022-01-0127115116610.30924/mjcmi.27.1.9How effective complaint management affects customer retention: The case of group-buying site grouper.mkNina Angelovska0Sasho Josimovski1Lidija Pulevska Ivanovska2University of Tourism and Management, Faculty of Economics, SkopjeUniversity “Ss. Cyril and Methodius”, Faculty of Economics, SkopjeUniversity “Ss. Cyril and Methodius”, Faculty of Economics, SkopjeIn a highly competitive modern business world, keeping a dissatisfied customer is essential to any company, considering the high cost of acquiring new customers. It is easier than ever for dissatisfied customers to spread their experiences and bad word of mouth through the various media that new technology and the Internet offer. Therefore, handling customers’ complaints effectively can be a critical factor in a customer’s decision - whether to continue using the company’s services or products or switch to a competitor. In this context, “effective” means minimizing costs for the company while achieving the intended or expected result. A content analysis of customer complaints emailed to t he group-buying web- site Grouper.mk was conducted. A total of 220 complaints and related decisions were reviewed, analyzed, and categorized into six reasons for customer dissatisfaction and three ways to compensate for the dissatisfaction. In addition, the internal customer database analysis revealed that timely resolution of customer issues with the right approach resulted in 80% of all dissatisfied customers staying with the company. The analysis also showed that more frequent customers are more likely to remain after a complaint has been resolved than less frequent customers.https://hrcak.srce.hr/file/400146complaint managementcontent analysiscustomer complaintscustomer satisfactione-commercegroup buying deal platform |
| spellingShingle | Nina Angelovska Sasho Josimovski Lidija Pulevska Ivanovska How effective complaint management affects customer retention: The case of group-buying site grouper.mk Management : Journal of Contemporary Management Issues complaint management content analysis customer complaints customer satisfaction e-commerce group buying deal platform |
| title | How effective complaint management affects customer retention: The case of group-buying site grouper.mk |
| title_full | How effective complaint management affects customer retention: The case of group-buying site grouper.mk |
| title_fullStr | How effective complaint management affects customer retention: The case of group-buying site grouper.mk |
| title_full_unstemmed | How effective complaint management affects customer retention: The case of group-buying site grouper.mk |
| title_short | How effective complaint management affects customer retention: The case of group-buying site grouper.mk |
| title_sort | how effective complaint management affects customer retention the case of group buying site grouper mk |
| topic | complaint management content analysis customer complaints customer satisfaction e-commerce group buying deal platform |
| url | https://hrcak.srce.hr/file/400146 |
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