Theoretical and Practical Aspects of Complaint Handling

Author: Zhu Lien, Liang Weiquan
Publisher:
Publish Date: 2005-06-01
Features: This book starts with an interpretation of the ISO 10002:2004 international standard, focusing on an in-depth exploration of the relevant theories (customer service theory, quality management system theory, customer satisfaction theory, etc.) and practices (analysis of numerous customer complaint handling cases) of complaint management. When interpreting the ISO 10002 international standard, the book closely adheres to theoretical frameworks, accurately grasping the core content of international complaint management standards. Since complaint management involves many industries, although there are certain differences among them, the relevant theories of complaint management are equally applicable to other fields and industries. Therefore, readers from other industries can fully refer to, draw inspiration from, and utilize this book.