The paper "Cause and Effect Analysis of ANL Logistics Company" is a great example of a marketing case study. Provision of “ zero-defect” service is often the mission and objective of a typical service provider. However, service delivery problems are often inevitable within the service industry because of the inimitable characteristics of services (Kau & Loh, 2006). Accordingly, poor service recovery and service failure are the fundamental causes of customer complaints (Komunda, 2013). During recent years, the issues of complaint management have found rising attention in scholarly researches in addition to customer service practice. As Kau and Loh (2006) explain, one fundamental reason for this is since complaint satisfaction could be effectively attained through effective complaint handling.
In turn, this would contribute to positive attitude changes, increased customer satisfaction, customer loyalty, and customer retention. While this is so, complaint dissatisfaction may, on the other hand, aggravate the situation, in turn driving customers to the competitors (Garding & Bruns, 2015). While service providers may not prevent customer complaints, they can plan an effective response to these complaints (Nikbin et al. , 2010). In this respect, it becomes exceedingly vital for companies to gain an insight into the variable of complaint satisfaction and to determine what complaining customers look forward to, the firm’ s response strategy, as well as the right strategies that can influence customers’ repurchase behaviour.
It is based on this backdrop that this paper examines a scenario of customer complaint handling at ANL to addresses these aspects while simultaneously testing the strength of justice theory in a bid to explain how customers evaluate complaint handling. Background of ANL ANL is a Logistics Company that specializes in the business of shipping products in various destinations globally.
The company extensively focuses in North America, Europe, Asia, New Zealand, Australia and Mediterranean. It is driven by exclusive principles spearheaded by quality customer service, modern and efficient IT systems and competitive attitude to help in providing exceptional services. Through its subsidiaries globally, such as ANL Logistics, the company carries out delivery services and customized logistics solutions, which are tailored to ensure efficiency in the supply chain. Another affiliation is the ANL Container Hire & Sales that deals with a broad collection of domestic and international containers sold or rented within Papua New Guinea and Australia.
ANL has a major focus on the environment for its office operations, containers, and vessels. The company also offers container-tracking services. ANL’ s customer targets include individuals who know what they want, as well as who would wish to be served effectively without having to face mediocre insufficiencies. The targeted customers tend to be conscious of the environment and are willing to go green. The company’ s services are not exclusive to anyone but loyal customers will always be considered.
The customers targeted include individuals who look to have their commodities shipped to and from the locations affiliated to the company across the globe. Usually, the goods are shipped based on the laws and regulations of specific countries of operation. It also targets individuals and organizations that seek to buy or hire containers for transport or other uses. ANL Logistics provides logistics solutions to customers. This is done through a variety of strategic alliances. ANL Logistics delivers end-to-end services throughout a company’ s entire supply chain. The company is committed to tailoring solutions to enhance a company’ s supply chain.
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