Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/218516 
Year of Publication: 
2013
Citation: 
[Journal:] South African Journal of Business Management [ISSN:] 2078-5976 [Volume:] 44 [Issue:] 3 [Publisher:] African Online Scientific Information Systems (AOSIS) [Place:] Cape Town [Year:] 2013 [Pages:] 15-20
Publisher: 
African Online Scientific Information Systems (AOSIS), Cape Town
Abstract: 
Handling customer complaints is an important strategy to retain customers. Therefore, in the event of service failure, e-retailers should concentrate on recovery policies. However, studies discussing prevention policies to avoid customer complaints are scant. This study collected 5933 real customer complaint data from an electronic commerce customer-service database and classified customer complaints into 6 types. The findings showed that a number of customers were dishonest and took advantage of recovery policies. After interviewing business managers and consultants, this research suggests that e-retailers have prevention policies to guarantee accuracy of packaging and delivery processes. Prevention policies can reduce customer complaints, and avoid extra costs for businesses conducting recovery policies.
Persistent Identifier of the first edition: 
Creative Commons License: 
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Document Type: 
Article

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