Complaint Management Tools Development for Effective Customer Recovery in Games Industry

Student: Gruzdev Dmitriy

Educational Programme: Management (Bachelor)

Year of Graduation: 2019

This work studies the problem of complaint management in the game industry. The main goal of this research is the development of complaint management tools for effective customer recovery of customers suitable for game companies. This paper relies on quantitative research method - customer survey, as well as on qualitative - in-depth interviews with experts. The results of the study may be implemented by game companies in order to gain competitive advantage on the market and to increase loyalty of its' customers.

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses