Complaint Management and Channel Choice An Analysis of Customer Perceptions |
|
| Author:
| Garding, Stefan
Bruns, Andrea |
| Series title: | SpringerBriefs in Business Ser. |
| ISBN: | 978-3-319-18178-3 |
| Publication Date: | Jun 2015 |
| Publisher: | Springer
|
| Book Format: | Paperback |
| List Price: | AUD $111.95 |
Book Description:
|
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.
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.