Toolkit References

Aspect Customer Service Trends, 2011, Available online: www.customerservicetrends.com

 

Cook, Sarah, Complaint Management Excellence: Creating Customer Loyalty Through Service Recovery (2012, Kogan Page Ltd, US)

 

Crie, D. 2003. Consumers’ complaint behaviour: taxonomy, typology and determinants: towards a unified ontology. Journal of Database Marketing and Customer Strategy Management, Vol. 11, No. 1, p60

 

Dee, Bill (2011) ‘Effective complaints handling systems – a must for today’s organisations’ 63 Keeping Good Companies 10 p583-585.

 

Harrison, Paul and Chalmers, Kathryn, (2013), A Different View of consumer vulnerability, Deakin Speaking, Available online: http://communities.deakin.edu.au/deakin-speaking/node/454

 

Benchmarks for Industry–based Customer Dispute Resolution, Available online: http://www.treasury.gov.au/PublicationsAndMedia/Publications/2015/benchmarks-ind-cust-dispute-reso

 

Johnston, R., and Mehra, S. 2002. Best practice in complaint management. Academy of Management Perspectives, Vol. 16, No. 4, p149

 

Legal Services Consumer Panel (2014) Recognising and responding to consumer vulnerability [online]. Available online: http://www.legalservicesconsumerpanel.org.uk/ourwork/vulnerableconsumers/Guide%20to%20consumer%20vulnerability%202014%20final.pdf [Accessed 31 January 2015] p30

 

Sourdin, T., Alternative Dispute Resolution (5th ed, Thomson Reuters, Sydney, 2016).

 

Standards Australia, Australian Standard AS/NZS 10002:2014: Customer Satisfaction – Guidelines for Complaint Management in Organizations (2014)

 

Stephens, N. and Gwinner, K. P. 1998. Why don’t some people complain? A cognitive-emotive process model of consumer complaint behaviour. Journal of the Academy of Marketing Science, Vol. 26, No. 3, p 185

 

Technical Assistance Research Program (TARP), ‘Maximizing Customer Satisfaction and Directly Linking to the Bottom Line,’ June 1990, p.4.

 

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