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Automating Customer Complaints Management Through Trust Accounts

Automating Customer Complaints Management Through Trust Accounts
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Author(s): Roman Beck (Johann Wolfgang Goethe University, Germany) and Jochen Franke (Johann Wolfgang Goethe University, Germany)
Copyright: 2007
Pages: 4
Source title: Managing Worldwide Operations and Communications with Information Technology
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59904-929-8.ch111
ISBN13: 9781599049298
EISBN13: 9781466665378

Abstract

The automation of business processes by the use of paper-free EDI transmissions between business partners can be an incentive to advance the exchange of orders, invoices, and customer complaints without human interruptions by integrating and embedding trust mechanisms. This paper analyzes the applicability of automatically updated trust accounts for customer relationship management for the handling of customer complaints and credit note processes. Customer complaints are difficult to standardize and are therefore cost-intensive. The introduced game-theory-based model can help to reduce handling and shipping costs significantly and thereby improves customer, resulting in higher customer loyalty.

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