Thorsten Gruber’s scientific contributions

... Lyon and Powers (2001) outlined six compliant management process including encouraging complaint as a quality improvement tool, establish a team of representatives to handle complaint, resolve customer problems quickly and effectively, develop a complaint database, commit to identifying failure points in the service system; and track trends and use the information to improve service processes. Correspondingly, Henneberg Ashnai, Gruber, Naudé, and Reppel (2008) and postulated that effective CM is centred on leadership or actions taken by management to understand the problem and show empathy and apology. As may have been identified from the discussions so far, providing the right platform for patrons to channel their complaint and for service providers to act and provide support goes a long way to determine the success of the organisation. ...

Reference:

DRIVERS, INHIBITORS AND IMPLICATIONS OF EFFECTIVE COMPLAINT MANAGEMENT AMONG HEALTHCARE INSTITUTION IN AN EMERGING ECONOMY: A CASE OF THE UNIVERSITY OF GHANA HOSPITAL.