Answers are grounded in this paper and cite their sources.
Argues that, although reducing complaints has traditionally been equated with improved service, in actuality, the surest road to customer‐focused culture is through increased complaints. Envisions the encouragement of complaints as the route to greater contact between buyers and sellers and hence increased sales opportunities. Offers methods of generating complaints; of measuring feedback from customers; and finally, of increasing opportunities.
No takes yet. Share an insight, caveat, or question.
Jerry Plymire (1991) studied this question.
Synapse has enriched 10 related papers. Consider them for comparative context: