Martina Muller

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

Diploma Thesis from the year 2010 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,7, University of Augsburg, language: English, comment: Anwendung sog. "patterns" (Verhaltensmuster) auf typische Probleme im Bereich Complaint Management / Beschwerdemanagement unter Zuhilfenahme von System Dynamics. Untersuchung folgender Aspekte: The Need for Complaint Management, Multichannel Customer Management, Empowerment of Staff, Amount of Compensation. Die einzelnen Punkte werden anhand eines Modells (System Dynamics) dargestellt und anschließend unter Bezugnahme auf die Fachliteratur analysiert und Lösungsvorschläge werden präsentiert. Modellvariablen sind im Anhang enthalten , abstract: The aim of this paper is to illustrate common situations within the context of complaint management and to provide solution concepts with focus on management decisions and actions. Therefore, we refer to a dynamic approach by applying so-called patterns, using System Dynamic (SD) in order to provide managers with a better understanding for common situations. Our target is to demonstrate how to build up an understanding for long-term or side effects that yet do not experience the necessary attention. In this case, we describe the situation itself, explain how responsible managers usually react (and why) and identify corresponding patterns. The reason why we decided to use patterns for this special purpose are the advantages that come along with their application. One the one hand, patterns enable us to identify existing mental models and decision structures. Thus, this knowledge makes it possible to develop actions that can be used to fasten and improve decision-making. On the other hand, we are able to analyze risks and failure options. This helps us to devise actions that ensure the sustainability of decisions. Looking at the decisions complaint managers have to make everyday it seems obvious that we need to find a way