Complaint Management and Channel Choice Complaint Management and Channel Choice
SpringerBriefs in Business

Complaint Management and Channel Choice

An Analysis of Customer Perceptions

Stefan Garding und Andrea Bruns
    • 42,99 €
    • 42,99 €

Beschreibung des Verlags

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.

GENRE
Business und Finanzen
ERSCHIENEN
2015
14. Mai
SPRACHE
EN
Englisch
UMFANG
119
Seiten
VERLAG
Springer International Publishing
GRÖSSE
1,7
 MB

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