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https://www.um.edu.mt/library/oar/handle/123456789/120727
Title: | Automation to handle customer complaints : a grievance handling system |
Other Titles: | Intelligent multimedia technologies for financial risk management : trends, tools and applications |
Authors: | Kaswan, Kuldeep Singh Dhatterwal, Jagjit Singh Kumar, Avadhesh Grima, Simon Seychel, Sharon |
Keywords: | Finance -- Data processing Finance -- Technological innovation Banks and banking -- Technological innovations Financial services industry -- Technological innovations Consumer complaints Pricing |
Issue Date: | 2023 |
Publisher: | The Institution of Engineering and Technology |
Citation: | Kaswan, K. S., Dhatterwal, J. S., Kumar, A., Grima, S., & Seychel, S. (2023). Automation to handle customer complaints : a grievance handling system. In S. Grima, K. Sood, B. Rawal, B. Balusamy, E. Özen, & G. G. G. Goh (Eds.), Intelligent multimedia technologies for financial risk management: trends, tools and applications (pp. 261-277). United Kingdom: Institution of Engineering and Technology. |
Abstract: | Effective and rapid responses to client complaints are crucial indicators of the success of a service-oriented business, particularly for a chain of upscale restaurants. Food flavour, quality and amount, service speed, pricing, and attitude of the staff, as well as the atmosphere and hygienic element, are some factors that may be improved upon in a restaurant. Nowadays, customers want prompt redress to their grievances. Method reengineering was used in this article to solve the shortcomings of the present (as-is) complaint management process. A framework for a complaint management system for a Japanese fast-food chain is examined and built in this research. The interactions between the corporate headquarters and the regional offices are scrutinised to demonstrate the advantages of the suggested complaint-handling procedure. The as-is complaint reporting method is presented in the study’s first phase. Models and processes for managing complaints will be developed in the second phase utilising an INCOME approach. Complaint registration, compensation diagnosis, and complaint analysis are part of the new structure. In addition, this chapter analyses the benefits of using an automated system to resolve customer complaints and demonstrate how this compares to present procedures: customers’ happiness, complaint handling, and information retrieval. |
URI: | https://www.um.edu.mt/library/oar/handle/123456789/120727 |
ISBN: | 9781839536618 |
Appears in Collections: | Scholarly Works - FacEMAIns |
Files in This Item:
File | Description | Size | Format | |
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Automation_to_handle_customer_complaints.pdf Restricted Access | 136.14 kB | Adobe PDF | View/Open Request a copy |
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