The goal of this essay is to demonstrate the importance of complaint management for professional sports organizations. There also should be set out proposals for the implementation of such a management in sport organizations. A further objective is to present a complaint management process for sport clubs.
Inhaltsverzeichnis (Table of Contents)
- Introduction
- Theoretical basis
- Complaint management
- Targets and Tasks of a complaint management system
- Integration in the Customer Relationship Management
- Complaint management for sport clubs
- Importance of a complaint management system in sport clubs
- Complaint management process for sport clubs
- Direct process
- Encourage complaints
- Accepting complaints
- Compromising complaints
- Complaint reaction
- Indirect Process
- Instrument Service Guarantees
- Outlook
- References
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
The goal of this paper is to demonstrate the importance of complaint management for professional sports organizations. It aims to provide proposals for the implementation of such a system in sport organizations. Additionally, the paper seeks to present a complaint management process for sports clubs, focusing on enhancing service quality for the participant market.
- The significance of complaint management in sports organizations.
- The theoretical foundations of complaint management.
- The implementation of complaint management systems in sports clubs.
- Developing a complaint management process for sports clubs.
- The role of service guarantees in dealing with complaining customers.
Zusammenfassung der Kapitel (Chapter Summaries)
The introduction highlights the importance of complaint management in sports organizations, acknowledging its relatively new status within sport management. It outlines the paper's objectives, including presenting a complaint management process for sport clubs, and identifies its target audience.
Chapter 2 delves into the theoretical foundations of complaint management. It defines the term "complaint management," explores the tasks and objectives of complaint management systems, and examines the integration of complaint management within the customer relationship management framework.
Chapter 3 focuses on the practical implementation of complaint management within sports organizations. It presents arguments supporting the significance of complaint management for sports organizations, outlines a detailed complaint management process, and proposes an instrument for dealing with complaining customers.
Schlüsselwörter (Keywords)
The paper revolves around key concepts such as complaint management, service quality, customer relationship management, sport organizations, sports clubs, and service guarantees.
- Citation du texte
- Daniel Diener (Auteur), 2010, Dealing with complaining customers in sport clubs, Munich, GRIN Verlag, https://www.grin.com/document/168022
