Analysis and Application of Dynamic Patterns within the Context of Complaint Management

Diploma Thesis from the year 2010 in the subject Business economics - Offline Marketing and Online Marketing grade: 17 University of Augsburg language: English abstract: The aim of this paper is to illustrate common situations within the context of complaint management and to provide solution concepts with focus on management decisions and actions. Therefore we refer to a dynamic approach by applying so-called patterns using System Dynamic(SD) in order to provide managers with a better understanding for common situations.Our target is to demonstrate how to build up an understanding for long-term or side effects that yet do not experience the necessary attention. In this case we describe the situation itself explain how responsible managers usually react (and why) and identify corresponding patterns.The reason why we decided to use patterns for this special purpose are the advantages that come along with their application. One the one hand patterns enable us to identify existing mental models and decision structures. Thus this knowledge makes it possible to developactions that can be used to fasten and improve decision-making. On the other hand we are able to analyze risks and failure options. This helps us to devise actions that ensure the sustainability of decisions.Looking at the decisions complaint managers have to make everyday it seems obvious that we need to find a way that shows us how to improve decision-making. Considering the bounded rationality of humans the target is to show ways that consider not only first thoughts but also the side or long-term effects of actions. By this there is a certain focus on effects people are kind of unable to think of at once such as multiple feedback loops. The approach illustrated in this paper is completely new. Though the design of complaint management has been topic of several research actions and focus of papers nobody applied dynamic patterns particularly to this context until now. Current an