A framework of customer complaint handling system

Amy J.C. Trappey, Ching Hung Lee, Wen Pin Chen, Charles V. Trappey

Research output: Chapter in Book/Report/Conference proceedingConference contribution

8 Scopus citations

Abstract

An effect and efficient response to the complaints from customer is an essential indicator of a service-oriented company's performance, especially for a high-end restaurant chain group. Complaints reflect the needs for improvement for a restaurant, such as food taste, quality and quantity, speed of services, price, service attitude, decoration and environment factor, and sanitary factor. Customers have strong demands for quick responses to their complaints nowadays. The paper overcomes the deficient approach of current (as-is) complaint handling through process reengineering. In this study, a (to-be) framework of complaint handling system is analyzed and developed for a Japanese restaurant chain. The operations between the headquarter and branches are studied to show the benefits of proposed complaint handling process. In the first phase of the study, the as-is complaint reporting process is depicted. In the second phase, the to-be complaint handling model and its process are defined using a formal integrated process modeling (INCOME) approach. The new framework includes complaint reporting, compensation diagnosis, and complaint analysis. Furthermore, this paper also discusses the decision supports of complaint resolution automatically by the system and its benefit comparing to the current practices.

Original languageEnglish
Title of host publication2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10
Pages879-884
Number of pages6
DOIs
StatePublished - 30 Aug 2010
Event7th International Conference on Service Systems and Service Management, ICSSSM'10 - Tokyo, Japan
Duration: 28 Jun 201030 Jun 2010

Publication series

Name2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10

Conference

Conference7th International Conference on Service Systems and Service Management, ICSSSM'10
CountryJapan
CityTokyo
Period28/06/1030/06/10

Keywords

  • Complaint handling
  • Customer satisfaction
  • Data mining

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    Trappey, A. J. C., Lee, C. H., Chen, W. P., & Trappey, C. V. (2010). A framework of customer complaint handling system. In 2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10 (pp. 879-884). [5530119] (2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10). https://doi.org/10.1109/ICSSSM.2010.5530119