Abstract
The concept of "sustainable management" is not limited to the management for environmental sustainability. It also includes the management that responds various needs of stakeholders in the global society. From this point of view, we can regard the problem of product safety is one of the most important issues in sustainable management, since in these years product safety issues become main concern for many people all over the world. This paper focuses on the question of how firms can secure product safety, and thus contribute to the sustainability of the society. Particularly, it focuses on the process of complaint management as an instrument for securing product safety. By using the case analysis of two car companies, it examines whether complaint management can be an effective instrument for this purpose, and if it cannot, what are the obstacles. It also investigates how to overcome those obstacles.
