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The Role of Effective Complaint Handling For Business Sustainability: A Review Paper

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Abstract

Various issues or difficulties that sometimes are beyond the control of the business, lead to customers’ dissatisfaction. A customer complaint is a way by which customers express their dissatisfaction. With the quick growth of technology and the abundance of convenient channels for customers to voice their complaints, like chatbots, email, and the web, online complaints have increased dramatically. As a result, handling customers’ complaints quickly and efficiently became challenging. The purpose of this paper is to summarize extant literature on complaint handling to provide guidance for researchers in this area. A review is carried out on past literatures on complaint handling systems in different fields from famous academic databases. A total of 99 articles published between 2018 and 2023 were analyzed using various classification criteria. This research highlights the different technologies that enhance the complaint-handling process.

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Data Availability

All the data that support the findings of this study are openly available.

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Acknowledgements

We would like to express our gratitude to the researchers who contributed to this study. Their invaluable contributions allowed us to complete this study successfully. We appreciate and thank them for their efforts and support, as well as their time and dedication.

Funding

The authors have not received any financial support or funding to report.

Author information

Authors and Affiliations

  1. Business Information Systems Department, Helwan University, Cairo, Egypt

    Yehia Helmy

  2. Business Information Systems Department, Faculty of Commerce and Business Administration, Helwan University, Cairo, Egypt

    Merna Ashraf

  3. Information Systems Department Faculty of Computers and AI Helwan University, Cairo, Egypt

    Laila Abdelhamid

Authors
  1. Yehia Helmy
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  2. Merna Ashraf
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  3. Laila Abdelhamid
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Contributions

YH: Reviewed article critically for significant intellectual content and gave final approval of the version to be submitted and any revised version. MA: Worked on all the analyses and demonstrated them and write the article. LA: Manuscript Proofread, edited and corrected grammar and paper flow.

Corresponding author

Correspondence to Merna Ashraf.

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Conflict of Interest

There are no conflicts of interests with this study. All the primary data used in this study are collected by the researchers.

Ethical Approval

This article is original and contains unpublished material. The corresponding author confirms that all of the other authors have read and approved the manuscript and no ethical issues involved.

Appendix

Appendix

See Table 3.

Table 3 A Summary of the various complaints handling systems in different areas
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Helmy, Y., Ashraf, M. & Abdelhamid, L. The Role of Effective Complaint Handling For Business Sustainability: A Review Paper. JGBC 18 (Suppl 1), 54–65 (2023). https://doi.org/10.1007/s42943-023-00088-w

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  • DOI: https://doi.org/10.1007/s42943-023-00088-w

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