Business plan: 2minutes2claim
|上傳時間: ||2018-07-03 17:29:51 (UTC+8)|
|摘要: ||The idea of undertaking 2minutes2claim comes from a personal experience; it all started when, one week after leaving a shared apartment, I received an email stating that my deposit would be fully kept by the real estate agency, for an invalid reason. I felt betrayed and frustrated to be part of the long list of victims being scammed by their landlords. Above all, I felt defenseless to recover this deposit, and I was certainly not willing to seek help from costly lawyers. Therefore, I managed, by motivation and persuasion, to recover this money by my own means. And I thought; what if I did that for other people?
I then noticed that it is usually really difficult for dissatisfied consumers to be heard. Although their claims are primarily eligible for compensation, clients do not complete the process. I believe reasons of not going through the claim processes are often related to the lack of time, laziness or administrative phobia. And on the other hand, companies, sometimes unaware of the dissatisfaction caused to their customers, would be willing to offer compensation to avoid bad publicity. 2minutes2claim aims to take over from A to Z the claim procedure and would offer its services to customers and to companies and encourage dissatisfied consumers to delegate their complaints in a few quick steps. Both will be winners; the customer because he does not have the time or the know-how to make properly the claim request, and the company because it wishes to satisfy its clients.
2minutes2claim will support different types of claims, which will belong to two main categories: Travel and Housing.|
2minutes2claim is finally what consumers and companies have always been waiting for: delegating the process of creating and following a full complaint procedure.
|參考文獻: ||Anderson E.W, Sullivan M.W. (1993), The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12, 2, 125-143.|
Andreani J.C. et Conchon F., Méthodes d’analyse et d’interprétation des études qualitatives: état de l’art en Marketing.
Andreasen A.R., Best A. (1977), Consumer Complain. Does Business Respond? Harvard Business Review, 55, 4, 93–101.
Ballantyne D., Christopher M. and Payne A. (1991), Relationship Marketing: Bringing quality customer service and marketing together.
Bardin L. (2003), L’analyse de Contenu. Paris, PUF, p47
Barnes, J.H., Blodgett J.G. and Wakefield K.L. (1995), The effects of customer service on consumer complaining behavior. Journal of Services Marketing, Vol. 9 Issue: 4, pp.31- 42.
Baumeister R.F., Bratslavsky E., Finkenauer C. and Vohs K.D. (2001), Bad is stronger
than good. Review of General Psychology 5 (4): 323-70.
Bearden W.O. and Oliver R. (1985), The Role of Public and Private Complaining in
Satisfaction in Problem Resolution. Journal of Consumer Affairs, 19, 2, 222-240.
Bies R.J and Tripp T.M. (1996), Beyond distrust: « Getting even » and the need for
revenge. Trust in Organizations, 246-260.
Bitner M., Booms B.H and Tetreault M.S (1990), The service encounter: diagnosing
favorable/unfavorable incidents. Journal of Marketing, 54, 71-84.
Blodgett J.G. and Granbois D.H. (1993), The Effect of Perceived Justice of Complainant’s Negative Word of Mouth Behavior and Repatronage Intentions. Journal of Retailling, 69, 4, 399-426.
Bolton R.N. and Drew J.H. (1994), Linking Customer Satisfaction to Services Operations and Outcomes, Service Quality: New Directions in Theory and Practice. Eds Rust R.T., Oliver R.L., Thousand Oaks CA, Sage Publications, 173-200.
Brewer J. and Hunter A. (1989), Multimethod Research: a synthesis of styles. Sage
Chaudhuri A. and Holbrook B. (2001), The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing.
Chebat J.C. and Slusarczyk W. (2005), How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study. Journal of Business Research, 58(5): 664-673.
Conlon D.E. and Murray N.M (1996), Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations. Academy of Management Journal, 39, 4, 1040-1056.
Crié D. (2001), Un cadre conceptuel d’analyse du comportement de réclamation,
Recherche et Applications en Marketing, 16, 1, p 45-54.
Davidow M. (2003), Organizational responses to customer complaints: what works and
what doesn’t. Journal of Service Research, 225.
Day R.L., Grabicke K., Schaetzle T. and Staubach F. (1981), The hidden agenda of
consumer complaining, Journal of Retailing, 57, 3, 86-106.