Toward e-knowledge based complaint management
Joint Authors
Mujahid, Samihah
Turki, Abd al-Fattah
Source
International Arab Journal of E-Technology
Issue
Vol. 1, Issue 1 (31 Jan. 2009)15 p.
Publisher
Publication Date
2009-01-31
Country of Publication
Jordan
No. of Pages
15
Main Subjects
Information Technology and Computer Science
Topics
Abstract EN
Service failure and recovery is a well-established area of services research.
Research has shown that service recovery is critically important from a managerial perspective in terms of maintaining customer relationships.
Yet few firms excel at handling service failures.
There is a growing number of managers who claim that customers tend to be dissatisfied with their service recovery effort.
Their employees cannot improve service processes when they experience recovery situations and their companies still do not learn from service failure.
[19] attribute the service recovery ineffectiveness to the competing interests of managing employees, customers and processes.
We agree with their contention that to address these criticisms, complaint management must acknowledge and find new approaches to achieve consistency and to correct the misalignment of interests that can exist between the actions of the organisation and the needs of its customers and employees.
We believe that search in the customer knowledge management literature represents one effective means to enhance a firm ability to implement a cohesive service recovery strategy.
A comprehensive based knowledge creation system framework where the Socialization, Externalization, Combination and Internalization (SECI) modes, and various ‘ba’ proposed by Nonaka and Konno are introduced for complaint management.
Empirical research, involving a case study is presented to illustrate the proposed framework.
This framework is believed to pave the way for e-knowledge based complaint management
American Psychological Association (APA)
Mujahid, Samihah& Turki, Abd al-Fattah. 2009. Toward e-knowledge based complaint management. International Arab Journal of E-Technology،Vol. 1, no. 1.
https://search.emarefa.net/detail/BIM-38740
Modern Language Association (MLA)
Mujahid, Samihah& Turki, Abd al-Fattah. Toward e-knowledge based complaint management. International Arab Journal of E-Technology Vol. 1, no. 1 (Jan. 2009).
https://search.emarefa.net/detail/BIM-38740
American Medical Association (AMA)
Mujahid, Samihah& Turki, Abd al-Fattah. Toward e-knowledge based complaint management. International Arab Journal of E-Technology. 2009. Vol. 1, no. 1.
https://search.emarefa.net/detail/BIM-38740
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references
Record ID
BIM-38740