Toolkit References

Aspect Customer Service Trends, 2011, Available online:


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:


Benchmarks for Industry–based Customer Dispute Resolution, Available online:


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: [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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