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Guest lecture – Complaint handling in digital channels

In the MKT 910 Marketing Research Seminar, we welcomed Dr. Panagiotis Sarantopoulos, Lecturer in Marketing at the Alliance Manchester Business School, who presented his latest research on complaint handling in digital channels.

We were delighted to learn more about his interesting research, which applies a new and promising data analysis approach: a text-based analysis of dialogue dynamics in customer-employee conversations. The research provides useful and actionable guidance for dealing with customer complaints and makes a significant contribution to improving service quality in digital communication channels. We thank you, Dr. Panagiotis Sarantopoulos, for the valuable insights into your exciting research and look forward to welcoming you to Mannheim again soon!

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