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Automating Customer Complaints Management Through Trust Accounts
Abstract
The automation of business processes by the use of paper-free EDI transmissions between business partners can be an incentive to advance the exchange of orders, invoices, and customer complaints without human interruptions by integrating and embedding trust mechanisms. This paper analyzes the applicability of automatically updated trust accounts for customer relationship management for the handling of customer complaints and credit note processes. Customer complaints are difficult to standardize and are therefore cost-intensive. The introduced game-theory-based model can help to reduce handling and shipping costs significantly and thereby improves customer, resulting in higher customer loyalty.
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