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Optimising Complaint Management Workflow on Board

In: Cruise Management

Author

Listed:
  • Jens Kaulbars
  • Elena Nunn

Abstract

Customer satisfaction, and therefore the handling of customer complaints, is vital for every business dealing with customers. According to the authors’ experience complaint management especially on board of cruise ships is, despite great efforts of the crew, often times neither efficient nor effective. Consequently, complaint handling processes harbour optimisation potential, inter alia by implementing integrated electronic systems.

Suggested Citation

  • Jens Kaulbars & Elena Nunn, 2012. "Optimising Complaint Management Workflow on Board," Springer Books, in: Alexis Papathanassis & Michael H. Breitner & Cornelia Schoen & Nadine Guhr (ed.), Cruise Management, chapter 7, pages 139-171, Springer.
    • Handle: RePEc:spr:sprchp:978-3-8349-7159-3_7
    DOI: 10.1007/978-3-8349-7159-3_7
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