The Implementation Motivation, Barriers, Factors, and Effects of Customer Complaint Management Impact on Industrial Marke

• Main Authors: Tsung-Nan Wang, 王宗男
• Other Authors: Chwan-Yi Chiang
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/27684522595054557656

碩士 === 國立成功大學 === 高階管理碩士在職專班 === 93 === 　　Taiwan companies has created an advantage in mass production and cost reduction, but it is losing to product and service homogeneous due to severely competition and in a speedy information environment. Customer complaint management, a human and strategy related action, which could create customer value to enhanced customer satisfaction, is expected to develop marketing differentiation. However, there is little empirical research attempted to touch this field in local industrial market. 　　This study examines customer complaint and its’ handling impacts on business, reference to ISO 10012 and complain management guideline of each country, to explore the influence among complaint management from its’ implementation motivation, barriers, factors, and effects. By interviewing with industry expertise and using data collected from manufactures in KEPZ and NEPZ, the author explores complaint management implementation status in local companies. 　　The results suggest significant relationship between implementation motivation and effects, implementation motivation and factors of complaint handling. The findings also suggest foreign companies encounter less barriers, but achieve more effects than that of local companies in customer complaint management. The results show such a situation also happen on an aged company than younger one in a 10-year operation base.