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Essay / Research Paper Abstract
This 6 page paper presents comparisons between two complaint letters, one written by an American consumer to a U.S. company, and one written by a Japanese consumer to a Japanese company. Also includes a discussion about both letters. Bibliography lists 2 sources.
Page Count:
6 pages (~225 words per page)
File: D0_MTcomplett.rtf
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Unformatted sample text from the term paper:
used to this, when something really awful happens, it drives us to our computers to bash out letters of complaint. If the event really upsets us, those letters go to
the company president, the Better Business Bureau and even the media. But this isnt the case in other parts of the world.
In Asia, particularly, letters of complaint are almost an unknown quantity, as the business focus in Japan, China and Korea tends to be that the customer is king (Herbig). As
a result, if a product or service is defective, the Japanese business will bend over backward to ensure that mistake doesnt happen again.
To compare the two cultures, this paper will focus on two examples of complaint letters, one written by an American consumer to an American company, the other penned by
a Japanese consumer to a Japanese company. The event highlighted is one in which a well-known furniture store sent a damaged desk
to the consumer. In both cases, calls to the companys customer service department yielded nothing, so the consumer ended up writing a letter of complaint.
First the American version, which was written to the companys president, Mr. John Johnson. Dear Mr. Johnson, Im
writing to complain to you about three things: ABC Furniture Stores shoddy merchandise, rude delivery men and awful customer service. On December
27, 2006, I purchased a desk from your showroom at 305 Main Street, with the promise it would be delivered by January 10, 2007. I waited all day for the
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