Excerpt
Table of Contents
Abstract
List of Figures
List of Abbreviations
1. Relevance of Illegitimate Customer Complaint Handling for Companies
2. Theoretical Foundations of Customer Complaints
2.1 Definition of Legitimate Complaints
2.2 Definition of Illegitimate Complaints
3. Literature Review on Illegitimate Customer Complaints
3.1 Factors Facilitating Illegitimate Complaining
3.2 Impact of Situational, Habitual, and Personal Factors
3.3 Motives for Illegitimate Complaints
3.3.1 Fraudulent Returners
3.3.2 Fault Transferors
3.3.3 Freeloaders
3.3.4 Peer-induced Esteem Seekers
3.3.5 Solitary Ego Gainers
3.3.6 Disruptors
3.4 Impact and Effects of Illegitimate Complaints on Companies
3.4.1 Consequences for Employees in Customer Contact
3.4.2 F inancial Costs of Illegitimate Complaints
3.5 Potential Countermeasures
3.5.1 Employee Training and Empowerment
3.5.2 Implementation of Databases and Customer Complaint Management Systems
3.5.3 Revision of Existing Return Policies
4. Discussion
4.1 Critical Evaluation
4.2 Contribution to Customer Complaint Management and Practice
4.3 Limitations and Future Research
Appendices
References
- Quote paper
- Anonymous, 2020, When Customers Complain Illegitimately, Munich, GRIN Verlag, https://www.grin.com/document/1002094
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