An analysis of online customer complaints: Implications for Web complaint management

Proceedings of the Annual Hawaii International Conference on System Sciences

Volumn 2002-January, Issue , 2002, Pages 2308-2317

  Cho, Yooncheong ^a   Im, Il ^b   Hiltz, R ^b   Fjermestad, J ^b  

^a RUTGERS UNIVERSITY   (United States)

^b NEW JERSEY INSTITUTE OF TECHNOLOGY   (United States)

Author keywords

Consumer electronics; Customer relationship management; Customer satisfaction; Customer service; Feedback; Guidelines; Marketing and sales; Privacy; Reflection; Technology management

Indexed keywords

COMMERCE; CONSUMER ELECTRONICS; DATA PRIVACY; ELECTRONIC COMMERCE; FEEDBACK; MARKETING; ONLINE SYSTEMS; PUBLIC RELATIONS; REFLECTION; SALES;

CUSTOMER COMPLAINTS; CUSTOMER DISSATISFACTION; CUSTOMER RELATIONSHIP MANAGEMENT; CUSTOMER SERVICES; ELECTRONIC CUSTOMERS; GUIDELINES; ON-LINE CUSTOMER SATISFACTIONS; TECHNOLOGY MANAGEMENTS;

CUSTOMER SATISFACTION;

EID: 84948690068     PISSN: 15301605     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/HICSS.2002.994162     Document Type: Conference Paper

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