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The Role of Effective Complaint Handling For Business Sustainability: A Review Paper

Author

Listed:
  • Yehia Helmy

    (Helwan University)

  • Merna Ashraf

    (Helwan University)

  • Laila Abdelhamid

    (Information Systems Department Faculty of Computers and AI Helwan University)

Abstract

Various issues or difficulties that sometimes are beyond the control of the business, lead to customers’ dissatisfaction. A customer complaint is a way by which customers express their dissatisfaction. With the quick growth of technology and the abundance of convenient channels for customers to voice their complaints, like chatbots, email, and the web, online complaints have increased dramatically. As a result, handling customers’ complaints quickly and efficiently became challenging. The purpose of this paper is to summarize extant literature on complaint handling to provide guidance for researchers in this area. A review is carried out on past literatures on complaint handling systems in different fields from famous academic databases. A total of 99 articles published between 2018 and 2023 were analyzed using various classification criteria. This research highlights the different technologies that enhance the complaint-handling process.

Suggested Citation

  • Yehia Helmy & Merna Ashraf & Laila Abdelhamid, 2023. "The Role of Effective Complaint Handling For Business Sustainability: A Review Paper," International Journal of Global Business and Competitiveness, Springer, vol. 18(1), pages 54-65, December.
    • Handle: RePEc:spr:ijogbc:v:18:y:2023:i:1:d:10.1007_s42943-023-00088-w
    DOI: 10.1007/s42943-023-00088-w
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    References listed on IDEAS

    as
    1. A. Salim & M. Setiawan & R. Rofiaty & F. Rohman, 2018. "Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 404-416.
    2. Robert J. Kauffman & Dan Ma & Martin Yu, 2018. "A metrics suite of cloud computing adoption readiness," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(1), pages 11-37, February.
    3. Yilmaz, Cengiz & Varnali, Kaan & Kasnakoglu, Berna Tari, 2016. "How do firms benefit from customer complaints?," Journal of Business Research, Elsevier, vol. 69(2), pages 944-955.
    4. Stevens, Jennifer L. & Spaid, Brian I. & Breazeale, Michael & Esmark Jones, Carol L., 2018. "Timeliness, transparency, and trust: A framework for managing online customer complaints," Business Horizons, Elsevier, vol. 61(3), pages 375-384.
    5. DiCarlo, Morgan & Berglund, Emily Zechman & Kaza, Nikhil & Grieshop, Andrew & Shealy, Luke & Behr, Adam, 2023. "Customer complaint management and smart technology adoption by community water systems," Utilities Policy, Elsevier, vol. 80(C).
    6. A. Salim & M. Setiawan & R. Rofiaty & F. Rohman, 2018. "Focusing on Complaints Handling for Customer Satisfaction and Loyalty: The Case of Indonesian Public Banking," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 404-416.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Complaint handling; Customers’ complaints; E-complaints; Customer satisfaction; Business survival;
    All these keywords.

    JEL classification:

    • M13 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - New Firms; Startups
    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics
    • Z00 - Other Special Topics - - General - - - General

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