Page 13 - A Complaint is a Gift Excerpt

Introduction 9

a dramatic increase in articles, refl ecting an explosion of interest in the
topic. Since that time, the academic interest in complaints and service
recovery has steadily increased, as the graph below indicates. And to take
full advantage of the Web, we decided to see how many entries about
customer complaints were listed by Google for each year within the
11
same time period. Th e results are presented below.

700

525

350

175

0
1981 1983 1985 1987 1989 1991 1993 1995 1997 1999 2001 2003 2005 2007
DIALOGUE LISTINGS FOR COMMUNICATION, SERVICE, AND MANAGEMENT ARTICLES

1,500,000

1,125,000

750,000

375,000

0
1981 1983 1985 1987 1989 1991 1993 1995 1997 1999 2001 2003 2005 2007
GOOGLE LISTINGS FOR “CUSTOMER COMPLAINTS”