Managing Customer Complaints in Online Auction Markets

Managing Customer Complaints in Online Auction Markets by Mohammad Mousavi MBA, University of Phoenix, 2013 BBA, Azad University, 2002 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University October 2019 Abstract The purpose of this multiple case study was to explore strategies managers in the online auction industry used to manage customer complaints to improve customer satisfaction. The targeted population consisted of 4 managers of online auction companies in the southwestern region of the United States. The conceptual framework for the study was Argyris and Schön’s double-loop learning theory. Data were collected via semistructured interviews with business managers, observation of company operations and behaviors, review of documentation, and member-checking activities. Data analysis consisted of text interpretation of data and notes using coding techniques. Data analysis resulted in 5 themes: business orientation, customer purview, complaints handling, coping strategies, and learning abilities. The implications of this study for positive social change include facilitating the growth of online markets and increasing lower-cost purchasing opportunities for consumers with limited access to conventional marketplaces.The purpose of this multiple case study was to explore strategies managers in the online auction industry used to manage customer complaints to improve customer satisfaction. The targeted population consisted of 4 managers of online auction companies in the southwestern region of the United States. The conceptual framework for the study was Argyris and Schön’s double-loop learning theory. Data were collected via semistructured interviews with business managers, observation of company operations and behaviors, review of documentation, and member-checking activities. Data analysis consisted of text interpretation of data and notes using coding techniques. Data analysis resulted in 5 themes: business orientation, customer purview, complaints handling, coping strategies, and learning abilities. The implications of this study for positive social change include facilitating the growth of online markets and increasing lower-cost purchasing opportunities for consumers with limited access to conventional marketplaces. Managing Customer Complaints in Online Auction Markets by Mohammad Mousavi MBA, University of Phoenix, 2013 BBA, Azad University, 2002 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University October 2019 Dedication I dedicate this research study to my beloved parents and brothers, and my sister, Mozhgan Mousavi, and my lovely niece, Dorsa Mousavi, whose inspiration, support, and encouragement have helped me to finish the course. This achievement is as much theirs as it is mine. Acknowledgments First, I would like to thank Dr. Patsy Kasen for giving me the strength and courage to complete this study. Second, I also acknowledge and extend gratitude to my second committee member, Dr. Jamiel Vadell, and University Research Reviewer Dr. Cheryl Lentz. I sincerely appreciate all the invaluable feedback and guidance provided throughout this process. Finally, I would like to thank the research participants for sharing their expertise and contributing to the expansion of the literature on managing complaints in the online auction industry.