Complaint Management for Sustainable Management

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  • 持続可能な経営とクレーム対応プロセスの構築(2010年全国大会統一論題 新時代のグローバリゼーションと持続可能性)
  • 2010年[国際ビジネス研究学会]全国大会統一論題 新時代のグローバリゼーションと持続可能性 持続可能な経営とクレーム対応プロセスの構築
  • 2010ネン コクサイ ビジネス ケンキュウ ガッカイ ゼンコク タイカイ トウイツ ロンダイ シン ジダイ ノ グローバリゼーション ト ジゾク カノウセイ ジゾク カノウ ナ ケイエイ ト クレーム タイオウ プロセス ノ コウチク

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Abstract

The concept of "sustainable management" is not limited to the management for environmental sustainability. It also includes the management that responds various needs of stakeholders in the global society. From this point of view, we can regard the problem of product safety is one of the most important issues in sustainable management, since in these years product safety issues become main concern for many people all over the world. This paper focuses on the question of how firms can secure product safety, and thus contribute to the sustainability of the society. Particularly, it focuses on the process of complaint management as an instrument for securing product safety. By using the case analysis of two car companies, it examines whether complaint management can be an effective instrument for this purpose, and if it cannot, what are the obstacles. It also investigates how to overcome those obstacles.

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