Analysis and Application of Dynamic Patterns within the Context of Complaint Management

Inhaltsverzeichnis (Table of Contents)

• Motivation
• Selection of Topic
• Structure
• Literature Review
• Conceptual Framework
• Theoretical Background
• Direct Complaint Management Process
• Complaint Stimulation
• Complaint Acceptance
• Complaint Processing
• Complaint Reaction
• System Dynamics
• History and Acceptance of System Dynamics
• Patterns and System Dynamics
• Examples for Application of System Dynamics
• Specific Situations within Complaint Management and Application of Corresponding Patterns
• The Need for Complaint Management
• Analysis of the Situation
• Application of Pattern “Balancing Process with Delay”
• Flowchart Analysis
• Development of Complaints
• Development of Company ignoring Complaints
• Development of Customer Loyalty
• Comparison and Managerial Implications
• Multichannel Customer Management
• Analysis of the Situation
• Application of Pattern \"Success to the Successful”
• Flowchart
• Development of Allocation of Resources
• Development of Success of Shop
• Development of Success of Hotline
• Comparison and Managerial Implications
• Empowerment of Staff
• Analysis of the Situation
• Application of Pattern “Shifting the Burden to the Intervenor”
• Flowchart Analysis
• Decrease of Capabilities of Internal Actors
• Development of Internal Solution
• Comparison and Managerial Implications
• Amount of Compensation
• Analysis of the Situation
• Application of Pattern \"Fixes that Fail”
• Flowchart Analysis
• Development of Compensation
• Development of Expectations
• Development of Customer Disaffection
• Comparison and Managerial Implications
• Review of Results
• Conclusion and Further Research
• Summary of Main Findings
• Limitations and Suggestions for Future Research

Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)

This thesis investigates the application of dynamic patterns within the context of complaint management. The objective is to analyze and apply specific patterns to real-world situations within complaint management, ultimately contributing to a deeper understanding of their impact on customer loyalty and company performance.

• Analysis of the application of system dynamics patterns in complaint management
• Exploration of the relationship between customer loyalty and complaint management strategies
• Evaluation of the impact of different complaint management approaches on company performance
• Identification of managerial implications derived from the analysis of dynamic patterns
• Contribution to the development of more effective complaint management practices

Zusammenfassung der Kapitel (Chapter Summaries)

The first chapter introduces the topic of complaint management and outlines the structure of the thesis. Chapter two provides a comprehensive literature review, examining relevant research on complaint management, system dynamics, and the application of dynamic patterns. Chapter three focuses on the theoretical framework, delving into the theoretical background of complaint management, its direct process, and the core concepts of system dynamics, including its history, patterns, and applications.

Chapter four examines specific situations within complaint management and applies corresponding patterns. This chapter explores scenarios such as the need for complaint management, multichannel customer management, empowerment of staff, and the amount of compensation. For each situation, the chapter analyzes the scenario, applies a relevant dynamic pattern, analyzes the associated flowchart, and presents managerial implications.