Dr. Moshe Davidow
World expert in complaint management; Editor, Journal of Creating Value
Dr. Moshe Davidow is acknowledged as a world expert in the field of complaint management and is deeply committed to improving service quality and value creation in business. He earned his doctorate from Texas A&M University in 1998 with a dissertation on organizational responses to customer complaints, and has published extensively on customer satisfaction, dissatisfaction and complainant behavior patterns.
A pioneer of the field in practice as well as scholarship, in 1989 he established and managed Israel’s first modern customer service department dedicated to consumer complaints. Across more than 25 years of research he has championed complaint handling as a strategic resource for the firm, with influential papers in outlets including the Journal of Service Research.
Dr. Davidow serves as editor of the Journal of Creating Value and deputy editor of the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, and has taught at Israeli institutions including Ono Academic College. He is co-author, with Gautam Mahajan and Bill Price, of Zero Complaints: The Path to Continuous Value Creation.
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References: journals.sagepub.com · ono.ac.il