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Complaint Management and Channel Choice = An Analysis of Customer Perceptions /

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	Complaint Management and Channel Choice/ by Stefan Garding, Andrea Bruns.
其他題名:	An Analysis of Customer Perceptions /
作者:	Garding, Stefan.
其他作者:	Bruns, Andrea.
面頁冊數:	XV, 104 p. 20 illus.online resource. :
Contained By:	Springer Nature eBook
標題:	Customer relations—Management. -
電子資源:	https://doi.org/10.1007/978-3-319-18179-0
ISBN:	9783319181790

Complaint Management and Channel Choice = An Analysis of Customer Perceptions /
Garding, Stefan.

Complaint Management and Channel ChoiceAn Analysis of Customer Perceptions /[electronic resource] :by Stefan Garding, Andrea Bruns. - 1st ed. 2015. - XV, 104 p. 20 illus.online resource. - SpringerBriefs in Business,2191-5482. - SpringerBriefs in Business,.

Organisational Complaint Management -- Moving Towards Successful Complaint Management -- Conceptualising Customer Expectations with Complaint Channels -- Analysis of Customers' Complaint Channel Choice and Complaint Behaviour -- Conclusions for Organisational Complaint Management and Future Research.

This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.

ISBN: 9783319181790

Standard No.: 10.1007/978-3-319-18179-0doiSubjects--Topical Terms:

1259384
Customer relations—Management.

LC Class. No.: HF5415.5-5415.53

Dewey Class. No.: 658.812

Complaint Management and Channel Choice = An Analysis of Customer Perceptions /
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