Dr. Moshe Davidow

Moshe Davidow has been involved in Customer Quality for more than 40 years. He fell in love with complaint handling after reading a TARP report on the bottom line benefits of consumer education. In 1989, he established and managed Israel’s first customer service department, revolutionising the field of complaint management in Israel, and showing an ROI of 177% for complaint handling.
Realising how many unanswered questions remained about complaint handling, he started studying Service Quality in 1993 with Prof. Len Berry at Texas A&M, receiving his PhD in 1998 with his doctorate on “Organizational Responses to Customer Complaints and Their Impact on Post-Complaint Customer Behavior: The Mediating Effect of Perceived Justice and Satisfaction.”
Moshe has spent the last 25 years researching the field of complaint management as a strategic resource to the firm, and he calls it the customer centric compass of an organization. Today, he is acknowledged as a global expert in the field of complaint handling and complaint management as a strategic resource to the firm.
He is committed to improving the level of Service Quality, Customer Centricity, and Value Creation in the world through articles, lectures, research, and consulting.
He is an adjunct lecturer of marketing and services management in the faculty of Data and Decision Sciences at the Technion, the Israeli Institute of Technology, teaching courses in Social Ventures and CRM 3.0. He is currently an associate editor of the Journal of Creating Value, as well as an associate editor of the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior.
In 2025, he co-authored Zero Complaints: The Path to Continuous Value Creation, a book highly praised by marketing legend Philip Kotler.
He may be reached at [email protected] or [email protected].

A Manager’s Guide to Complaint Management
This presentation will look at the current state of affairs of complaint handling, point out where we strayed off path, and highlight how to get back on track to more loyal customers, and higher profits utilizing complaint management as a customer centric compass for the organization.