DEALING WITH COMPLAINTS: A SURVEY OF UK GROCERY SUPPLIERS
International Journal of Retail & Distribution Management
ISSN: 0959-0552
Article publication date: 1 February 1993
Abstract
Intense competition, tougher food legislation, increasing customer expectations, large numbers of new products and recent food scares have all contributed to highlight the importance of handling customer complaints. Describes the advantages for companies in the areas of legal proceedings, brand loyalty, manufacturing, marketing, R&D, company image, word‐of‐mouth and consumer risk perception. Despite the obvious advantage, a survey of 233 grocery manufacturers showed that some companies are not taking complaint handling seriously. The survey covered: who replies, how long replies take, what form responses take, complaint follow‐ups and invalid complaints.
Keywords
Citation
Mitchell, V. and Critchlow, C. (1993), "DEALING WITH COMPLAINTS: A SURVEY OF UK GROCERY SUPPLIERS", International Journal of Retail & Distribution Management, Vol. 21 No. 2. https://doi.org/10.1108/09590559310028031
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited