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Theory and practice: A Case Study Analysis of How Academic Theory Aligns with the Practice of Complaint Handling in the Irish Financial Services Sector

Goulding, Michael (2016) Theory and practice: A Case Study Analysis of How Academic Theory Aligns with the Practice of Complaint Handling in the Irish Financial Services Sector. Masters thesis, Dublin, National College of Ireland.

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Abstract

There has been a vast amount of research undertaken in relation to the management and handling of complaints across various industries over the years, and a number of theories have been put forward as a result of same which purport to offer the optimum operational model for dealing with complaints to the customers’ satisfaction. The purpose of the research described herein was to examine how the theories, processes and structures espoused within the existing literature align with the current practice of complaint handling within the Irish banking sector.

Utilising a case study approach the author looks to examine, by way of qualitative research, how the complaint handling function of “Company X” is structured, how the culture and values of the organisation contribute to complaint handling, and how staff members’ perceptions and personality type effect the ability of the firm to achieve its aims in this regard. There is a notable gap in the extant literature with regard to this approach, which this paper seeks to contribute towards closing.

The Findings of this research illustrate how, notwithstanding the presence of structures and processes espoused in the literature, complaint handlers’ perceptions of equity (in respect of how they are treated by the organisation) are a key driver in the ultimate success or failure of a complaint management function.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > Customer Service
H Social Sciences > HG Finance > Financial Services
Divisions: School of Business > Masters of Science in Management
Depositing User: CAOIMHE NI MHAICIN
Date Deposited: 03 Nov 2016 17:59
Last Modified: 03 Nov 2016 17:59
URI: http://trap.ncirl.ie/id/eprint/2321

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