A study of Australian company responses to email complaints

Neale, Larry & Murphy, Jamie (2002) A study of Australian company responses to email complaints. In Shaw, Robin N., Adam, Stewart, & McDonald, Heath (Eds.) Proceedings of the Annual Conference of ANZMAC, 2-4 December 2002, Deakin University, Melbourne.

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As businesses and organisations move online, many question how to use Internet communication tools effectively, such as Web sites and electronic mail (Porter, 2001). Where and how should they invest their time and money in technology? This research explores a small part of this broad question, online complaining and electronic customer service. This paper extends prior US-based research of consumer complaints by email (Strauss and Hill, 2001) in several ways. First, it replicates their research in an Australian setting. Second, this research addresses several future research issues that Strauss and Hill (2001) raised. And third, this paper uses diffusion of innovation (Rogers, 1995) to explain some of the results. The results partially support the findings of Strauss and Hill (2001), take a small step towards further investigation of effective email responses and provide practical suggestions for better email customer service.

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ID Code: 27691
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: Australian Businesses, Email, Complaints, Responses
ISBN: 0730025624
Subjects: Australian and New Zealand Standard Research Classification > PHILOSOPHY AND RELIGIOUS STUDIES (220000) > APPLIED ETHICS (220100) > Business Ethics (220102)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2002 ANZMAC
Deposited On: 02 Oct 2009 00:40
Last Modified: 10 Aug 2011 16:24

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