Andrea Bruns – författare
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2 produkter
2 produkter
556 kr
Skickas inom 10-15 vardagar
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.
621 kr
Skickas inom 10-15 vardagar
Die Ergebnisse der Studien zeigen die zugrunde liegenden psychologischen Effekte, die bei potenziellen Kunden und Bestandskunden ausgelöst werden.