Complaint Management and Channel Choice

An Analysis of Customer Perceptions

AvStefan Garding,Andrea Bruns

Häftad, Engelska, 2015

Del i serien SpringerBriefs in Business

559 kr

Beställningsvara. Skickas inom 10-15 vardagar. Fri frakt över 249 kr.

Beskrivning

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.

Produktinformation

Utgivningsdatum:2015-06-01
Mått:155 x 235 x 7 mm
Vikt:195 g
Format:Häftad
Språk:Engelska
Serie:SpringerBriefs in Business
Antal sidor:104
Upplaga:2015
Förlag:Springer International Publishing AG
ISBN:9783319181783

Utforska kategorier

Mer om författaren

The author’s research interests are complaint management, customer satisfaction and customer loyalty. He has extensive work experience in the telecommunication sector as Consultant, Marketing Manager and Product Manager.

Innehållsförteckning

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.