Title: A conceptual model for proactive-interactive customer complaint management systems

Authors: Atefeh Atlikhan; Amir Albadvi; Amir Hossein Ghapanchi

Addresses: School of Industrial Engineering, Tarbiat Modares University, Jalal Ale Ahmad Highway, P.O. Box: 14115-111, Tehran, Iran ' School of Industrial Engineering, Tarbiat Modares University, Jalal Ale Ahmad Highway, P.O. Box: 14115-111, Tehran, Iran ' School of Information and Communication Technology, Griffith University, Gold Coast Campus, G09-1.60, Queensland, Australia

Abstract: A conceptual model for complaint management systems is introduced in this paper. Complaint management systems comprise proactive and interactive parts. In this paper, the primary model and its elements were developed through literature review. Afterwards, based on the model, the performance of the tax affairs organisation with regards to voice of customer was surveyed and analysed. Evidences gathered from case study, at this stage, helped modifications in the primary model. Academics as well as tax affairs experts were then interviewed to evaluate the model. Existing models of customer complain management systems only focus on dealing with complaints. However, this paper takes a more comprehensive approach to design a model which deals with causes of complaints and also attenuating the potential for complaints. Proactive-interactive complaint management model is capable to deal with causes of complaint - prevention - even before a complaint is made. This will help organisations reduce costs of losing customer and of course higher profitability.

Keywords: proactive-interactive complaint systems; customer complaints; complaint management systems; service recovery; customer satisfaction; organisational performance; conceptual modelling; complaint prevention; proactive complaint management; interactive complaint management.

DOI: 10.1504/IJBIS.2013.055303

International Journal of Business Information Systems, 2013 Vol.13 No.4, pp.490 - 503

Available online: 25 Jul 2013 *

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