21st Century Business Administration Master [MBA] Standard Textbook Direction Course: MBA Customer Complaint Management

Author: You Jianxin et al
Publisher:
Publishing Date: 2003-05-01
Features: With the acceleration of global economic integration and the shift from a seller's market to a buyer's market, corporate competition has entered a new phase where customer demand takes the lead, and customer satisfaction is pursued. In this context, an increasing number of enterprises are adjusting their business strategies to focus on "making customers satisfied." Practice has shown that eliminating customer complaints is an effective way to enhance customer satisfaction and cultivate customer loyalty. However, many businesses either avoid customer dissatisfaction, criticism, and complaints at all costs or treat them as unavoidable "flaws" in operations, reluctantly dedicating time, effort, and money to address customer complaints. The cultivation of Master of Business Administration (MBA) programs in China has been ongoing for over a decade. From the first batch of MBA admissions in 1991, with fewer than 100 students enrolled at several domestic universities, to the current situation where over 60 higher education institutions across the country offer MBA programs, this reflects the adaptation of China's higher education in management to the practical needs of the market economy and the development of economic globalization. It also highlights the backdrop of significant transformation and transitional gaps in China's economy, society, and education. Currently, in addition to the formal academic MBA programs in universities, there are also business management education programs in society that primarily focus on skill training. The rapid rise of MBA education in China is, overall, a result of the sharp demand for practical business talents caused by the swift transition from a planned economy to a market economy. It is also a microcosm of China's continuous opening-up, the adoption of more international standards in economic activities, and the gradual internationalization of management education. Despite this, the current scale of MBA programs in China is far from sufficient to meet the needs of the country's economic development.