Presenting a Model for B۲B Customer Complaint Management in the Crude Oil Products Industry in Iraq
Publish place: International Journal of Management, Accounting and Economics (IJMAE)، Vol: 11، Issue: 1
Publish Year: 1403
نوع سند: مقاله ژورنالی
زبان: English
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شناسه ملی سند علمی:
JR_IJMAE-11-1_001
تاریخ نمایه سازی: 28 اسفند 1402
Abstract:
In the intricate and dynamic landscape of the Crude Oil Products Industry, it is imperative for companies to comprehend customer needs and desires thoroughly. This understanding enables proactive responses to customer needs, fostering enduring, mutually beneficial business relationships, and leveraging customer dissatisfaction as opportunities for service recovery and retention. This study aimed to develop a B۲B customer complaint management model for Iraq’s crude oil products industry, employing a mixed-exploratory research method. The qualitative phase encompassed documentary analysis and theme analysis, revealing several critical components as influential factors in the customer complaint management model through literature review and in-depth interviews. The quantitative phase utilized Interpretive Structural Modeling (ISM) to identify and evaluate these key components. The ISM analysis provided valuable insights into the hierarchical relationships and influences of these factors, identifying timely product delivery and effective customer interaction as the most influential factors at the highest level.
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Authors
Mohammed. Hadi Radhi Al-Maryani
Department of Executive Management, University of Mazandaran, Babolsar, Iran
Morteza Movaghar
Department of Executive Management, University of Mazandaran, Babolsar, Iran
Bahareh Abedin
Department of Executive Management, University of Mazandaran, Babolsar, Iran
Mohsen Alizadeh Sani
Department of Executive Management, University of Mazandaran, Babolsar, Iran
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