Industry Management Responses to Customer Complaints.

Question: Describe about the Industry Management for Responses to Customer Complaints.. Answer: Industry Management Suggested report title Organizational Responses to Customer Complaints. Industry partner Harvey Norman, an Australian-based multi-national retailer of consumer electronics, bedding, computer, furniture and communications is the industry partner. The company operates in franchises in Europe, New Zealand and various other countries. Approximately 10,000 employees work in the organization (Harveynormanglobal.com 2016). The products and services provided by the company are available both physically at stores and virtually on the internet. Working at the head office as a customer care executive, the primary responsibilities involve taking care of the customer complaints and resolving them. The skills and experience is used for delivering the highest quality of services to the customers (Wulff 2011). Overarching problem Harvey Norman mainly faces the issue of addressing the customer complaints in an effective manner. The profitability, credibility and reputation of an organization shall decline if the customer base is not satisfied. The specific problem that shall be researched in the project is Organizational Responses to Customer Complaints. It is not possible for an organization to prevent mistakes or failures. However, they can mitigate or recover from the issues as recognized in the organization. Addressing customer complaints is an important way of management as the customers have an increasing expectation from the organization. Addressing customer complaint can lead to increased satisfaction and result in long-term loyalty. Customer satisfaction is important for maintaining competitive advantage. It is the duty to generate sales leads. It has to be ensured that every customer of the organization is satisfied so that he stays loyal to the brand (Wulff 2011). Overarching research aim The research aim of this project is to determine the best strategies or techniques for addressing customer complaints. It investigates the patterns or methods of organizational responses which shall be beneficial for addressing customer complaints. This study attempts to investigate the current practices followed by Harvey Norman. The limitations shall be identified so that the overall responses and processes to satisfy customers in the most effective manner. Research questions(s) Based on the overarching research aim, this research study shall aim to answer the following questions: What is the importance of customer satisfaction? What are the best strategies to keep the customers happy? What are the impacts of organizational responses to customer complaints? Data needs Both the primary and secondary methods of data collection shall be applied. The primary data shall be collected using surveys and in-depth interviews from the respondents. The secondary data shall be collected using journal articles, academic books, reports and publications. Literature review: Keywords used for literature search The key words that shall be used for literature search are complaint management, organizational responses, customer satisfaction, retail industry, complaint handling, and service recovery. Literature review: Name 2 relevant articles Cambra-Fierro, J., Melero, I. and Sese, F., 2015. Managing Complaints to Improve Customer Profitability. Journal of Retailing, 91(1), pp.109-124. Tao, K., Karande, K. and Arndt, A., 2016. How Angry Customer Complaints Influence Salesperson Commitment to Service Quality. Journal of Marketing Theory and Practice, 24(3), pp.265-282. References Harveynormanglobal.com, 2016. ARE YOU READY FOR AN EXCITING CAREER IN RETAIL?. [online] Harveynormanglobal.com. Available at: https://www.harveynormanglobal.com/careers/ [Accessed 26 Nov. 2016]. Wulff, M., 2011. Giving Customers What They Want. ATZextra worldwide, 16(3), pp.22-25.