Unpacking Customer Satisfaction: The Role of Customer Complaints Across Industries and Agencies
Friday, December 4, 2009
Fisher Colloquium, Rafik B. Hariri Building
Georgetown University, Washington, DC
What are the types of complaints that industries and government agencies face?
- How active are government agencies in the complaint process?
- Are government agencies effective in addressing/rectifying customer complaints?
- Do firms and agencies have customer complaint processes in place?
Continental Breakfast & Registration
Opening Keynote: Philip K. Howard, Founder and Chair, Common Good – video
- Complaint Policy at OSHA and WHD
Panel 2: Complaint-Driven Issues Within Telecommunications
- Exit, voice and loyalty in the Telecommunications Industry
- The effect of industry structure on customer complaints
Jon Minkoff, Enforcement Bureau, FCC
Lunch: Lois C. Greisman, Bureau of Consumer Protection, Federal Trade Commission
Panel 3: Complaint-Driven Issues Within Airlines
- The effect of service quality and expectations on customer complaints
- Flight arrivals and departures; Lost Baggage
Robert C. Land, JetBlue Airways Corporation – video
Panel 4: Complaint-Driven Issues Within Biopharmaceuticals
Jeffrey Macher, Associate Professor, McDonough School of Business, Georgetown University, and Senior Policy Fellow, Georgetown CBPP – academic paper, video
Gregg Claycamp, Office of Compliance, Center for Drug Evaluation Research, U.S. Food and Drug Administration
Closing remarks: John Mayo, Georgetown University
More pictures of the conference are available at our flickr site.
This conference was organized by Jeffrey Macher and John Mayo of the McDonough School of Business at Georgetown University. John Mayo is the Executive Director of the Georgetown Center for Business & Public Policy. Jeffrey Macher is a Senior Policy Fellow in the Georgetown Center for Business & Public Policy.