The aim of this paper is to illustrate common situations within the context of complaint management and to provide solution concepts with focus on management decisions and actions. Therefore, we refer to a dynamic approach by applying so-called patterns, using System Dynamic
(SD) in order to provide managers with a better understanding for common situations.
Our target is to demonstrate how to build up an understanding for long-term or side effects that yet do not experience the necessary attention. In this case, we describe the situation itself, explain how responsible managers usually react (and why) and identify corresponding patterns.
The reason why we decided to use patterns for this special purpose are the advantages that come along with their application. One the one hand, patterns enable us to identify existing mental models and decision structures. Thus, this knowledge makes it possible to develop
actions that can be used to fasten and improve decision-making. On the other hand, we are able to analyze risks and failure options. This helps us to devise actions that ensure the sustainability of decisions.
Looking at the decisions complaint managers have to make everyday it seems obvious that we need to find a way that shows us how to improve decision-making. Considering the bounded rationality of humans, the target is to show ways that consider not only first thoughts but also the side or long-term effects of actions. By this, there is a certain focus on effects people are kind of “unable” to think of at once, such as multiple feedback loops. The approach illustrated in this paper is completely new. Though the design of complaint management has been topic of several research actions and focus of papers, nobody applied dynamic patterns particularly to this context until now. Current and past research often focused on what went wrong and how you could improve, but that kind of approach does not meet the needs of managers who want to know and understand why the decision they made eventually turned out to fail. The application of known patterns shall help to build a comprehensive understanding for the decision-making in the context of complaint management.
Inhaltsverzeichnis (Table of Contents)
- Motivation
- Selection of Topic
- Structure
- Literature Review
- Conceptual Framework
- Theoretical Background
- Direct Complaint Management Process
- Complaint Stimulation
- Complaint Acceptance
- Complaint Processing
- Complaint Reaction
- System Dynamics
- History and Acceptance of System Dynamics
- Patterns and System Dynamics
- Examples for Application of System Dynamics
- Specific Situations within Complaint Management and Application of Corresponding Patterns
- The Need for Complaint Management
- Analysis of the Situation
- Application of Pattern “Balancing Process with Delay”
- Flowchart Analysis
- Development of Complaints
- Development of Company ignoring Complaints
- Development of Customer Loyalty
- Comparison and Managerial Implications
- Multichannel Customer Management
- Analysis of the Situation
- Application of Pattern \"Success to the Successful”
- Flowchart
- Development of Allocation of Resources
- Development of Success of Shop
- Development of Success of Hotline
- Comparison and Managerial Implications
- Empowerment of Staff
- Analysis of the Situation
- Application of Pattern “Shifting the Burden to the Intervenor”
- Flowchart Analysis
- Decrease of Capabilities of Internal Actors
- Development of Internal Solution
- Comparison and Managerial Implications
- Amount of Compensation
- Analysis of the Situation
- Application of Pattern \"Fixes that Fail”
- Flowchart Analysis
- Development of Compensation
- Development of Expectations
- Development of Customer Disaffection
- Comparison and Managerial Implications
- Review of Results
- Conclusion and Further Research
- Summary of Main Findings
- Limitations and Suggestions for Future Research
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This thesis investigates the application of dynamic patterns within the context of complaint management. The objective is to analyze and apply specific patterns to real-world situations within complaint management, ultimately contributing to a deeper understanding of their impact on customer loyalty and company performance.
- Analysis of the application of system dynamics patterns in complaint management
- Exploration of the relationship between customer loyalty and complaint management strategies
- Evaluation of the impact of different complaint management approaches on company performance
- Identification of managerial implications derived from the analysis of dynamic patterns
- Contribution to the development of more effective complaint management practices
Zusammenfassung der Kapitel (Chapter Summaries)
The first chapter introduces the topic of complaint management and outlines the structure of the thesis. Chapter two provides a comprehensive literature review, examining relevant research on complaint management, system dynamics, and the application of dynamic patterns. Chapter three focuses on the theoretical framework, delving into the theoretical background of complaint management, its direct process, and the core concepts of system dynamics, including its history, patterns, and applications.
Chapter four examines specific situations within complaint management and applies corresponding patterns. This chapter explores scenarios such as the need for complaint management, multichannel customer management, empowerment of staff, and the amount of compensation. For each situation, the chapter analyzes the scenario, applies a relevant dynamic pattern, analyzes the associated flowchart, and presents managerial implications.
- Citation du texte
- Martina Müller (Auteur), 2010, Analysis and Application of Dynamic Patterns within the Context of Complaint Management, Munich, GRIN Verlag, https://www.grin.com/document/179888
